Access to telecommunications services is important to everyone. There are a range of consumer protections that govern how service providers treat and interact with their customers. There are also obligations on service providers to assist customers when things go wrong.
The Australian Communications and Media Authority
The Australian Communications and Media Authority (ACMA) is an independent Commonwealth statutory agency responsible for regulating Australia’s broadcasting and telecommunications industries, as well as some online activities. For telecommunications consumers, the ACMA is responsible for writing, monitoring and enforcing various telecommunications consumer protections.
Information about a range of relevant consumer protections is available on ACMA’s website at Help for telco customers.
If you think your telco has breached its obligations, you may wish to consider making a complaint to ACMA.
The Telecommunications Industry Ombudsman
The Telecommunications Industry Ombudsman (TIO) is a free and independent alternative dispute resolution body for consumers with complaints about their telephone or internet service.
If you have a complaint about your telco service you should:
- Contact your service provider in the first instance and try to resolve your problem with them directly.
- If you aren’t satisfied, you can ask to have your complaint escalated – this means a more senior person will look at your complaint.
- If you remain dissatisfied, you can then contact the TIO to seek assistance. You can contact the TIO by phone on 1800 062 058.