Got a problem or complaint about your landline service?

Try to resolve it with the service provider

If you have a problem with a fixed line phone service or bill, don't ignore it. Try and sort it out with the service provider—there are rules that require them to make a genuine effort to deal with your problem quickly. This is what you will need to do:

• be ready to provide details of your complaint and have any relevant documents handy
• explain what resolution you would like the business to provide
• keep detailed notes including the dates and times you contacted the business, who you spoke to and what they told you - this may be useful if you have to take the matter further
• if you are not happy with the advice of the first staff member you speak to, insist on speaking to a manager
• if you’re having trouble paying, explain your situation to the phone company. They have to find ways to help you, such as allowing you to pay your bill in smaller instalments.

Contact the Telecommunications Industry Ombudsman

If you're not happy with resolution offered by the service provider, you can contact the Telecommunications Industry Ombudsman (TIO). The TIO is a free and independent service for residential customers and small businesses in Australia that can help you resolve your complaints.

To lodge a complaint with the TIO you will need to provide details of:

• the complaint
• the steps you have taken to resolve the problem with the phone company
• how you would like the service provider to resolve your problem.

Complaints to the TIO can be made by the person with the problem, or a parent or guardian (for persons under 18 years of age).

Contact the ACCC if you think you have been misled

If you think you were given misleading information about a service or product, including in an advertisement or by a person, you can contact the ACCC on 1300 302 502. It is an offence for any business to mislead consumers and we may be able to investigate.