Coronavirus (COVID-19) updates from the Australian Government

Services and Support

Getting help to resolve a complaint

In the first instance, concerns about a carrier's use of powers and immunities should be raised with the carrier itself.

The Telecommunications Industry Ombudsman provides a free dispute resolution service for people who've raised a complaint with a carrier but can't reach a resolution.

The TIO can also assist in resolving and adjudicating some land access disputes between carriers and land owners/occupiers – particularly those that concern the installation of low-impact facilities, land inspections and facility maintenance.

ACMA is the regulator for the communications sector and can investigate complaints about non-compliance with their obligations under the Code, the LIFD or the Industry Code. 

Other assistance available

The Dial Before You Dig (DBYD) Service is a free national service directing enquiries about the location of any infrastructure networks at planned project sites to infrastructure asset owners.

The use of DBYD helps prevent damage and disruption to infrastructure networks that provide us with our essential services, including telecommunications.

Please note, while lodging an enquiry with DBYD is free, in some instances infrastructure asset owners may charge for the supply of information.

Contacts

Email: powersandimmunities@communications.gov.au

Post:

Productivity and Technology Branch
Department of Infrastructure, Regional Development and Communications
GPO Box 594
Canberra ACT 2601