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

Before You Dig Australia (BYDA)  is a free, national pre-excavation referral service.

BYDA provides an online portal where requests can be made for information about the location and owner of underground infrastructure assets on a planned project site.

Once an enquiry is submitted using the online portal, details including the location, date and type of work being carried out are sent to all infrastructure owners with registered underground assets in the vicinity of the proposed project.

The asset owners respond directly to the enquirer with information on the location of underground infrastructure assets that have the potential to be impacted by proposed work.

BYDA is a vital service to protect essential underground telecommunications infrastructure assets, and to prevent harm or injury to those working in and around those assets.

Enquiries can be submitted on the BYDA website  by creating a free account.

Contacts

Email: powersandimmunities@communications.gov.au

Post:

Productivity and Technology Branch

Department of Infrastructure, Regional Development and Communications

GPO Box 594

Canberra ACT 2601