Telephone and internet service providers complaints and enquiries
Get in touch with the Telecommunications Industry Ombudsman if you have an issue with your telephone or internet service provider.
End of year reduced hours
From Monday, 23 December 2024 to Friday, 3 January 2025, we will be operating with reduced services. You may experience some delays if you lodge a complaint during this time.
If you require urgent assistance or advice, please call us on 13 32 20.
Complaints about telephone and internet service providers
Contact the Telecommunications Industry Ombudsman (TIO) if your complaint is about your telephone or internet service provider.
Complaints about your telephone handset or computer
If your complaint is about your phone or computer, first contact the retailer or service provider.
Talk it over
Read our tips on how you can resolve an issue when things go wrong.
How Fair Trading will handle your complaint
Find out how we can help with your matter by visiting our general complaint handling page.
After lodging your complaint, an assessment will determine:
- the issues of the dispute and options to help resolve the complaint
- if there has been a breach of the law
- if another organisation can deal with the matter.
You can lodge a complaint:
Online
Declaration
I declare that the information supplied by me is to the best of my knowledge, true and correct. I acknowledge that NSW Fair Trading may:
- Use information provided or later obtained to resolve a matter, investigate, take enforcement action (if appropriate), and monitor the marketplace for investigative and law enforcement purposes, or
- Provide this information - including your personal contact details - to the trader or another Government agency (if appropriate).
NSW Fair Trading is always looking for ways to improve our customer experience. You may receive a survey after your matter is finalised, inviting you to provide feedback on our services.
By mail
Post your complaint form (PDF 975.32KB) and documentation to:
NSW Fair Trading
PO Box 972
Parramatta NSW 2124