Australian Communications and Media Authority

The Australian Communications and Media Authority is the regulator for telecommunications, broadcasting, radio and online content. It sets and enforces the rules that providers must follow, but it does not resolve individual customer disputes. Those go to the TIO. The ACMA's role is to investigate systemic breaches and to act when a provider or broadcaster breaks the law.

What the ACMA does

• Enforces telecommunications consumer protection rules, including complaint handling.
• Regulates broadcasting, radio and television standards.
• Manages the Do Not Call Register and rules on spam and telemarketing.
• Investigates breaches and can issue fines, remedial directions and enforceable undertakings.
• Oversees spectrum and communications infrastructure.
• Handles some online content and safety matters alongside other agencies.

What it cannot do

The ACMA cannot order a provider to refund your bill, cannot award compensation and cannot decide your individual complaint. It also does not handle privacy complaints, which go to the OAIC, or consumer credit disputes. For a personal telecom dispute, the TIO is the decision-maker.

When to contact the ACMA

Contact the ACMA when the issue is systemic or regulatory: a provider ignoring complaint-handling rules across many customers, misleading advertising, persistent unlawful telemarketing, or a broadcasting standards breach. The ACMA also accepts reports about spam texts and calls and about communications infrastructure problems.

For an individual dispute, complain to the provider first and then go to the TIO after about 10 business days or a final refusal. The TIO applies the ACMA's rules when it reviews a case, so the regulatory standard is still relevant even though the ACMA is not the decision-maker.

Evidence that helps

• The provider's complaint reference and final response.
• Bills, contracts and screenshots of the plan you were sold.
• A log of unwanted calls or texts, with dates and numbers.
• For broadcasting complaints, the program name, date, time and channel.
• For infrastructure issues, photos and the location.

Keep copies of everything you send. The ACMA works from patterns and documents, and a clear report is more useful than a general complaint about bad service.

Read how to complain to the TIO in Australia for the personal dispute route. For energy issues, the Australian Energy Regulator and the state ombudsmen are the relevant bodies.