AU Country guide

Customer care and complaints in Australia

Australia combines national telecom dispute resolution through the TIO with state-based energy and water ombudsman schemes. The provider gets 10 working days first in most cases.

Providers: 8
Regulators: 9
Guides: 3

What matters here

Use the ombudsman scheme for your supply address, not necessarily the state where you live.

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Choose a service

Broadband, mobile & home phone Internet, mobile and landline providers are among the most-complained-about essential services. Here is who to call, wh… 3 providers Open Electricity & gas Billing errors, meter disputes, missed appointments and disconnection threats. Find your supplier's complaint route and… 3 providers Open Water & sewerage Leaks, billing, pressure and water quality. Water complaints follow a different path from energy and telecom, and in so… 1 providers Open Postal & parcel delivery Missed deliveries, lost parcels, damage and unresolved claims. Postal complaints split between letters and parcels, and… 1 providers Open

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Providers in Australia

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T Telstra Mobile, broadband and home phone Broadband & mobile AGL AGL Electricity, gas and solar Energy AP Australia Post Mail, parcels and post offices across Australia Postal & parcels O Optus Mobile, broadband and home phone Broadband & mobile VF Vodafone Australia Mobile and fixed wireless services Broadband & mobile O Origin Energy Electricity, gas and solar Energy EA EnergyAustralia Electricity and gas for homes and small business Energy SW Sydney Water Drinking water, wastewater and stormwater for Greater Sydney Water

Escalation

Regulators and ombudsmen

TIO Telecommunications Industry Ombudsman Broadband, mobile & home phone · Australia — telecom ACMA Australian Communications and Media Authority Broadband, mobile & home phone · Australia — communications AER Australian Energy Regulator Electricity & gas · Australia — energy EWON Energy & Water Ombudsman NSW Cross-sector · New South Wales — energy and water EWOV Energy and Water Ombudsman Victoria Cross-sector · Victoria — energy and water EWOQ Energy and Water Ombudsman Queensland Cross-sector · Queensland — energy and water OWA Ombudsman Western Australia Cross-sector · Western Australia — public services and utilities OSA Ombudsman South Australia Cross-sector · South Australia — public services and utilities OT Ombudsman Tasmania Cross-sector · Tasmania — public services and utilities

Guides for Australia

Broadband, mobile & home phone

How to take a telecom complaint to the TIO

Australia's free telecom ombudsman can order remedies. Here is the 10-day rule, what to send and how to avoid a stalled complaint.

General

How to write a complaint letter that gets a response

A one-page structure that works with telecom, energy and water providers in every market — plus the mistakes that get letters ignored.

General

Missed appointments: what you can claim in the US, UK, Canada and Australia

A no-show engineer is more than an inconvenience. Here is how compensation works in each market.

All complaint guides

Wrong route?

Not sure who handles your complaint?

Read the escalation guide, or send us the provider name and we will point you to the right door.

Ask us