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Australia · Broadband & mobile

Broadband & mobile complaints in Australia

Internet, mobile and landline providers are among the most-complained-about essential services. Here is who to call, what to say, and how to escalate when the call centre stalls.

Providers
3
Regulators
8
Guides
3
Country rule

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

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3 Broadband & mobile providers

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T Telstra Mobile, broadband and home phone O Optus Mobile, broadband and home phone VF Vodafone Australia Mobile and fixed wireless services

Escalation

Who to escalate to

Only escalate after giving the provider a chance to fix the issue and keeping a record of dates, reference numbers and evidence.

TIO Telecommunications Industry Ombudsman Broadband, mobile & home phone The Telecommunications Industry Ombudsman is Australia's free dispute-resolution scheme for phone and internet complaints. I… Complaint route ACMA Australian Communications and Media Authority Broadband, mobile & home phone The Australian Communications and Media Authority is the regulator for telecommunications, broadcasting, radio and online content… Complaint route EWON Energy & Water Ombudsman NSW Cross-sector regulator The Energy & Water Ombudsman NSW is the free, independent dispute-resolution scheme for energy and water customers in New Sou… Complaint route EWOV Energy and Water Ombudsman Victoria Cross-sector regulator The Energy and Water Ombudsman Victoria is the free dispute-resolution scheme for energy and water customers in Victoria. It cove… Complaint route EWOQ Energy and Water Ombudsman Queensland Cross-sector regulator The Energy and Water Ombudsman Queensland is the free dispute-resolution scheme for electricity, gas and water customers in Queen… Complaint route OWA Ombudsman Western Australia Cross-sector regulator The Ombudsman Western Australia is an independent office that reviews complaints about Western Australian government bodies, incl… Complaint route OSA Ombudsman South Australia Cross-sector regulator The Ombudsman South Australia is an independent office that reviews complaints about South Australian public authorities, includi… Complaint route OT Ombudsman Tasmania Cross-sector regulator The Ombudsman Tasmania is an independent office that reviews complaints about Tasmanian public authorities, including government-… Complaint route

Common questions

Broadband & mobile complaints in Australia

When can I contact the TIO?

Usually after you have complained to your provider and waited 10 working days (or 20 for complex issues). You can contact the TIO sooner if the provider refuses to help or has closed the complaint.

Does the TIO cost anything?

No. The TIO is free for consumers and small businesses. It can investigate the complaint and, where appropriate, order remedies including compensation.

Can I contact the TIO immediately?

Usually no. Give the provider a chance to resolve the complaint first. The TIO generally expects about 10 business days for a response, but it can take the case sooner if the provider refuses to help or closes the complaint without a resolution.

Playbooks

Guides worth reading first

All guides

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.

2 Nov 2026 6 min read