Problems with your broadband service
If you have a problem with a service from a broadband provider, we recommend you follow our three steps to resolving a complaint.
Step 1: Understand your rights
All Australians have consumer protections under a number of pieces of legislation (consumer legislation such as the Trade Practices Act, the Telecommunications Act and under industry codes of practice). Investigate the rights that apply in your circumstances. It is also important to check your contract terms and conditions. You may find your provider is acting within the terms and conditions that you have agreed to when you signed your contract. Once you are armed with the necessary information you can then take the next step.
Trade Practices Act 1974
- Telecommunications Act 1997
- Industry codes of practice page at business.gov.au
Step 2: Approach the service provider
Approach or write to the service provider and explain your problem. If necessary, try to approach someone senior in the company, such as a manager. Suggest an outcome that you would accept (for example, a refund) and make sure you have copies of any supporting evidence such as receipts.
Remember to keep a record of all your dealings with the service provider in case it is needed by another complaint-handling body down the track.
Step 3: Contact the Telecommunications Industry Ombudsman or the relevant government organisation
If after steps two and three you are unable to resolve the matter, you should contact the Telecommunications Industry Ombudsman (TIO). The TIO offers a free and independent dispute resolution system for most complaints made by residential and small business consumers of telecommunications services. Contact the TIO on free call 1800 062 058 or online at www.tio.com.au.
If the complaint relates to the general conduct of the business (for example, false advertising or misleading conduct) you may want to contact your local fair trading agency, who may also refer you to a dispute resolution tribunal. If you think that the service provider has broken the law, then you may want to report it to the relevant authority. The Australian Competition and Consumer Commission maintains an extensive list of online resources:
