How To Escalate an Internet Complaint in Australia

Quick answer: internet complaint Australia

For an **internet complaint Australia** process, contact your telco first, explain the problem clearly, ask for a complaint reference and keep records. If you are not satisfied with the response, or the issue is not resolved properly, escalate to the Telecommunications Industry Ombudsman.

Step 1: Complain to your provider first

ACMA says customers with phone or internet problems should complain to their telco first. This applies even when the issue involves an NBN service, because your provider is the party responsible for managing your retail service.

For NBN service problems, speed issues and NBN equipment problems, ACMA's NBN guidance also points customers back to the telco first.

Step 2: Be specific

Tell the provider:

• what service is affected;
• when the problem started;
• whether it is constant or intermittent;
• whether it affects Wi-Fi only or Ethernet too;
• what troubleshooting you have already done;
• what outcome you want.

Ask for a complaint reference number. If you are calling, write down the date, time and name or ID of the representative if provided.

Step 3: Keep evidence

Useful evidence includes:

• speed test screenshots;
• router logs or outage messages;
• bills showing charges during outages;
• appointment confirmations;
• technician notes;
• emails and chat transcripts;
• photos of damaged equipment if relevant.

For speed issues, test at different times and record whether each test was over Wi-Fi or Ethernet.

Step 4: Know the timeframes

ACMA says telcos must handle complaints in a certain way. Once you agree to a solution, the telco must usually complete it within 10 working days unless you agree to a different timeline or they are waiting for you to do something first.

If the telco cannot meet the standard timeframe, it must tell you why, how long it will take and what options you have if you are unhappy with the delay.

Step 5: Escalate to the TIO

If you are not satisfied with the telco's response, contact the Telecommunications Industry Ombudsman. ACMA says this includes cases where the telco and NBN each say the other party is responsible and no one takes ownership of the complaint.

Before escalating, collect your complaint reference and evidence. The TIO will generally expect you to have complained to the provider first.

Customers needing extra help

ACMA says telcos must provide extra help for customers living with disability, customers in financial hardship and customers from a non-English speaking background.

Ask clearly for the support you need. This might include accessible communication, interpreter support, hardship support or a nominated representative.

When to compare providers

If the problem is poor support, repeated unresolved faults or a plan that does not match your needs, compare alternatives at `/internet`. Do this after you understand any modem repayment, contract or cancellation terms.

If the fault is tied to infrastructure at your address, changing provider may not fix it immediately, but a stronger support team may handle escalation better.

Internal next steps

Troubleshoot speed at `/guides/upgraded-nbn-still-slow`, compare fast tiers at `/guides/nbn-750-vs-1000-vs-2000`, compare internet plans at `/internet`, and estimate speed needs with `/calculators/nbn-speed`.

Sources

• ACMA: How to complain to your telco, https://www.acma.gov.au/how-complain-your-telco
• ACMA: Problems with the NBN, https://www.acma.gov.au/problems-nbn
• ACMA: Telco complaints-handling performance, https://www.acma.gov.au/publications/2022-10/report/telco-complaints-handling-performance

Disclosure

CompareUs may receive a referral fee when you click or apply through some links. This does not change the price you pay. Our goal is to help Australians compare options clearly and make informed decisions.