Got a problem or complaint with your mobile phone service?
Try to resolve it with the service provider
If you have a problem with a phone or internet service, 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.
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.
Contact the Telecommunications Industry Ombudsman
If you're not happy with the 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 business in Australia that can help you resolve complaints about phone and internet problems.
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 service provider
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).
If you think you have been misled
It is an offence for any business to mislead consumers. If you think you were given misleading information about a service, including in an advertisement or by a person, you can contact the ACCC on 1300 302 502. We may be able to investigate.
