Phone or Internet Problem Your Telco Won’t Fix? How to Complain (TIO)

Updated 26 June 2026 · FairClaim Guides

If your phone or internet provider has overcharged you, sold you a service that does not work, or simply ignored your complaint, you have rights — and a free, independent place to enforce them: the Telecommunications Industry Ombudsman (TIO).

This guide explains, in plain language, what your provider must do under the Telecommunications Consumer Protections Code (C628), and how to escalate when they do not.

What your provider must do

Bill you only for charges you actually agreed to, with bills you can understand and check.
Acknowledge and resolve complaints within the timeframes set by the Telecommunications (Consumer Complaints Handling) Industry Standard.
Help if you are in financial hardship — for example with a payment arrangement — rather than simply disconnecting you.
Provide a service that is fit for what you were sold; an unusable service you are still paying for is a problem you can raise.

Step 1 — Complain to your provider first

The TIO will ask whether you have given your provider a chance to fix the problem. Lodge a complaint directly first (phone, app, or email), and note the date and any reference number. Keep it short and factual: what is wrong, and what you want fixed.

Step 2 — Escalate to the TIO

Gather your evidence: the bills or charges in dispute, your plan or contract, and a note of your complaint to the provider (date and reference).
Go to tio.com.au and lodge a complaint — it is free for consumers and small businesses.
Describe the issue plainly: the charge you did not agree to, the fault that was not fixed, or the complaint that was ignored.
State the outcome you want: a refund or credit, a working service, release from a contract, or a hardship arrangement.

How FairClaim helps

FairClaim walks you through what happened question by question (or as a guided conversation), checks your facts against the telco rules, and produces a clear, structured complaint you can lodge yourself. Free to start, no jargon.

Check your rights and build your complaint — free to start

Answer guided questions or just describe what happened. FairClaim checks your facts against the relevant law and drafts your complaint.

Start your phone & internet complaint

Frequently asked questions

How much does a TIO complaint cost?

Nothing. The Telecommunications Industry Ombudsman is free for residential consumers and small businesses. Providers fund the scheme.

Do I have to complain to my provider before going to the TIO?

Generally yes. The TIO expects you to give your provider a reasonable chance to fix the problem first. If they fail to respond within the required timeframe, or the response is inadequate, you can escalate.

My internet doesn’t work but I’m still being billed — what can I do?

You are entitled to a service that is fit for what you were sold. Raise the fault with your provider, then escalate to the TIO if it is not fixed. You can seek credits for the period the service was unusable and, in some cases, release from the contract.

Can the telco disconnect me if I can’t pay?

Providers have financial-hardship obligations under the Telecommunications Consumer Protections Code and should offer assistance such as a payment arrangement before disconnecting. If they did not, raise it with the TIO.

Related guides

This guide is legal information, not legal advice. It describes general rights under Australian consumer credit law and may not account for the specifics of your situation. For advice about your circumstances, contact a community legal centre, the National Debt Helpline (1800 007 007), or a qualified legal practitioner.