WHERE TO GO FOR HELP AND ADVICE
If you are unhappy for any reason with the service you are receiving, you need
to make a complaint to the company that provides the service first. If possible, it is always best to write a letter to the company and to keep
a copy of your letter and their reply. If you cannot do this yourself,
ask a friend or relative to help you. You can always contact the company
by phone and in person, but if you do it in writing you have a record of your
complaint and their response.
If you are unhappy with the company’s answer to your concerns, you can
contact the Telecommunications Industry Ombudsman (TIO) who will work with
you to resolve the issue. The TIO is independent of government, industry and
consumer organisations and was set up to provide free, independent, just, informal
and speedy resolution of complaints from consumers about the services they
receive from companies that supply telephone, mobile or internet services.
You can contact the TIO via TTY if you have a disability and use their free
translator service to communicate in different languages. If you’re unsure
about the process, or unable to make a complaint yourself for any reason, you
can give someone else your permission to act on your behalf.
If you believe that you were mislead, pressured or subject to other unfair
sales tactics that breach consumer protection laws, you may also complain to
the ACCC or your local Fair Trading or Consumer Affairs office.
CONTACT THE TIO
Freecall 1800 062 058
Freefax 1800 630 614
TTY 1800 675 692 Email tio@tio.com.au
Translator and Interpreter service 131 450
By mail PO Box 276, Collins Street West,
VIC 8007, Australia
CONTACT FAIR TRADING AND CONSUMER AFFAIRS OFFICES IN YOUR STATE OR
TERRITORY
AUSTRALIAN CAPITAL TERRITORY
ACT Office of Fair Trading
http://www.fairtrading.act.gov.au
Phone: 02 6207 0400
NEW SOUTH WALES
NSW Office of Fair Trading
http://www.fairtrading.nsw.gov.au
Phone: Phone: 13 32 20
NORTHERN TERRITORY
Consumer & Business Affairs
http://www.nt.gov.au/justice/graphpages/cba/index.shtml
Phone: (08) 8999 1999
QUEENSLAND
Queensland Government: Consumer Protection
http://www.qld.gov.au/services_for_queenslanders/health_and_communities/consumer_protection.html
Phone: 13 13 04
SOUTH AUSTRALIA
Office of Consumer and Business Affairs
http://www.ocba.sa.gov.au
Phone: 131 882
TASMANIA
Consumer Affairs and Fair Trading
http://www.consumer.tas.gov.au/fair_trading
Phone: 1300 65 44 99
VICTORIA
Consumer Affairs Victoria
http://www.consumer.vic.gov.au
Phone: 1300 55 81 81
WESTERN AUSTRALIA
Consumer and Employment Protection
http://www.docep.wa.gov.au/
Phone: 1300 136 237
CONTACT THE ACCC
http://www.accc.gov.au
Phone: 1300 302 502
