KEY POINTS
- Australian telco consumers commonly complain about customer service, pricing, speed and poor communication.
- To complain about your internet service, contact your provider first and escalate if needed. This may involve contacting the Telecommunications Industry Ombudsman (TIO).
- If your complaint remains unresolved, switching providers may be a cheaper and easier solution.
Australians might seem like constant complainers, but when it comes to internet and the NBN, sometimes it’s justifiable. Poor performance, pricing errors and disappointing customer service are among the many reasons you may want to complain about your telco. This Canstar Blue guide details how to file a complaint against your internet provider.
On this page:
How to file a complaint against your internet provider
There are two main methods to use if you want to complain to or about your internet provider:
- Contact your internet provider directly.
- If unsatisfied, take your complaint to the Telecommunications Industry Ombudsman (TIO).
Beyond this, there are a few key rules you should follow to ensure you get the most out of your complaint.
What you can complain about
As a telco consumer, you have rights. These are outlined by Australian Consumer Law as well as the Telecommunications Consumer Protections Code (TCP Code).
Under consumer law, you have the right to expect that your internet service works properly, has no defects and is of acceptable quality – this means you should be getting the performance and features you’ve paid for. You also have the right to a clear, understandable bill, as well a hardship assistance if you can’t pay your bill on time.
How to prepare a complaint to your internet provider
If you’ve identified an issue that your provider needs to resolve, you’ll need to let them know. Most telcos offer multiple contact channels, including over the phone and online chat as well as email, web forms or by mail.
Calling or chatting may get the most immediate response, but may come with hold times – and it can be harder to get your point across in the moment. Some steps to take before contacting your internet provider via a call centre or chat include:
- Have your personal details, including your account or customer number handy.
- Gather any evidence, e.g. speed test results, copies of your bill, or anything else that you may need to refer to or that can help back up your argument.
- Write down what you would consider to be a satisfactory solution.
- Providers can offer extra assistance to customers with disabilities, who need support in languages other than English, or who are in hardship.
- Approach the conversation in a methodical, measured way.
Make sure you’re using the right complaints channel
Most call centres unfortunately have wait times. Big telcos like Telstra and Optus have many departments, so making sure you’re speaking to the right one could save you time and avoid you having to be redirected.
- Telcos usually have at least two numbers – one for the general inquiries and billing, and one for tech support. Pick the right one.
- Talk to someone with the ability to make decisions. Escalate to a higher-up staff member if need be.
Be firm yet polite
Although complaining to your provider can be stressful, it’s important to treat customer service staff with respect. However, make sure you stand your ground and be assertive about what you need from your telco.
- Learning to deal with wait times in a calm manner can be a big benefit.
- Being firm yet polite takes the emotion out of the situation.
- Emailing or using the online chat function may take longer, but can give you a chance to gather your thoughts and avoid verbal miscommunication.
Internet providers have 15 working days to resolve non-urgent complaints, but can tell you ahead of time if they think the process will take longer. Your telco must be clear about what your options are, and no provider can force you to accept a proposed solution.
Once you and your provider come to an agreement, they will then have 10 working days to complete it, unless you’ve agreed to a longer period.
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Complaining to the Telecommunications Industry Ombudsman
There are some solid reasons for taking your complaint to the Ombudsman. If your issue isn’t resolved within the agreed timeframe, that’s usually grounds for TIO to get involved.
- The TIO can help with complaints that haven’t been satisfactorily resolved by your internet provider.
- TIO often deals with even minor complaints that do not warrant an investigation.
- As well as by phone, you can make a TIO complaint online. The online process allows you to add updates and track your complaint’s status.
Complaints against internet providers: the top issues
In the 2023-2024 financial year the TIO received 56,718 complaints, 22,335 of which were related to internet. The top five internet issues customers raised included:
- No or delayed action by a provider: 63.3%
- Service and equipment fees: 34.9%
- Intermittent service or drop-outs: 15.8%
- No phone or internet service: 15.5%
- Inadequate fault testing: 14.5%
Source: TIO Annual Report 2023-24. Note that many customers complained about multiple issues.
According to the TIO’s report, these are the five Aussie internet providers who customers complained about the most in 2023-2024.
- Telstra: 39.9%
- Optus: 25.7%
- Vodafone: 8.9%
- TPG: 3.5%
- iiNet: 3.0%
Note that these include all internet, mobile and landline complaints.
Unsurprisingly, it’s the biggest providers that account for the largest number of complaints – this is to be expected, as these companies also have the largest telco market share.
Are internet provider complaints warranted?
If you’re paying for a service you should rightfully expect it to work smoothly. Australia is a bit behind other countries in general when it comes to internet speeds, so having a subpar connection that goes awry only adds insult to injury.
If you do have a complaint, talking to your telco with a clear objective and a polite demeanour is a good way to get what you want. However, don’t be afraid to approach the Ombudsman – chances are your issue can be quickly resolved. And if you’re properly dissatisfied, maybe it’s time to look for a new provider. Compare Canstar Blue’s Best-Rated NBN Providers below.
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