Phone and internet services

The Australian Communications and Media Authority (ACMA) regulates telephone and internet services in Australia. 

Contact your service provider or retailer if you have a problem with the service

First, contact your service provider or retailer and make sure you keep records of:

• your conversation, including the name of the person you spoke to
• the date and time of the call
• what you talked about.

Read our tips and use our sample letters if you need help. 

If you have a complaint about your service, bills or equipment

The Telecommunications Industry Ombudsman (TIO) is an independent industry-based ombudsman for the telecommunications sector. By law, service providers are required to be TIO members.

Your consumer rights

Under Australian Consumer Law, most products or services bought in Australia after 1 January 2011 come with automatic consumer guarantees.

Proof of purchase and documentation

You have the right to receive proof of purchase. 

Businesses must give you a receipt for goods or services valued at $75 or more. You can ask for a receipt for a transaction under $75 and the business must give it to you within 7 days.

If the service has a warranty, it will give you some extra protection against faults. A warranty is a voluntary promise or commitment made by the business selling the product or service to you. When you buy the product or service, the warranty becomes a right. It operates in addition to a consumer guarantee.

Advertising

Advertising can be a powerful means of persuasion, so it’s important it is truthful, accurate and easy to understand. Australian Consumer Law protects consumers from deceptive advertising claims and conduct.

Businesses are not allowed to make false or misleading representations about their products or services. 

The remedy if something goes wrong

The remedy when things go wrong will depend on whether the problem is major or minor.

You are entitled to an appropriate remedy from the business when the product or service you purchased does not meet one or more of the consumer guarantees.

This might be:

• a refund
• cancellation and replacement
• further service to rectify the problem
• reimbursement for damages and consequential loss in some cases.

The remedy will depend on whether the problem is:

• a major problem, or
• a minor problem.

You can find out more by visiting our repairs, replacements and refunds page.