If your phone or internet provider has overcharged you, will not fix a fault, locked you into a
contract, or will not let you leave, you do not have to accept it. You complain to the provider first, and if that
fails, the Telecommunications Industry Ombudsman (TIO) is a free, independent body that can order the provider to fix
it or pay compensation. You have three real options: complain yourself for free, have a complaint drafted for a flat
$49, or use a lawyer. This page sets out what each costs and how it works.
How a telco complaint works
There is a clear two-step path, and it costs you nothing:
- Complain to your provider. Raise a formal complaint with the telco and give them a chance to
fix it. Ask for a complaint reference and a clear outcome. - Escalate to the TIO. If the provider does not resolve it, the Telecommunications Industry
Ombudsman handles complaints from consumers and small businesses for free, and can require the provider to fix the
problem, correct or waive charges, or pay compensation up to its monetary limit.
A clear, specific written complaint — what went wrong, what you want, and the dates — is what gets a result at both
steps.
Your three options, compared by type
1. Complain to the provider and the TIO yourself (free)
You put a formal complaint to your provider and, if it is not resolved, lodge a free complaint with the TIO.
- Cost: free — the provider’s complaints process and the TIO are both free to you.
- Good for: a straightforward billing or service complaint where you are comfortable setting it
out yourself. - Trade-offs: a vague complaint to a call centre is easy to lose in the system; the step that
usually gets action is a clear, firm written complaint that states what you want and references your rights.
2. Complaint drafted — Claim Done ($49 flat)
You answer a few plain-English questions about the problem. Claim Done drafts a formal complaint from your answers
— the account, exactly what went wrong (overcharging, a fault, a contract or exit issue), what you want the provider
to do, and a deadline — ready to send to the provider and to carry to the TIO if needed. You read it and approve it
first.
- Cost: a flat $49, shown before you pay. No subscription. Email delivery is
free; registered post, signed for on delivery, is $29 extra. - Exact deliverable: a finished, ready-to-send complaint to your provider, drafted from your
facts, stating the problem, what you want, and a deadline. - Turnaround: usually ready about five minutes after you finish the questions.
- What you supply: your provider and account, what went wrong and when, any charges in dispute,
and what you want (a refund, a fix, a release from the contract). - What happens after you approve it: the complaint is delivered to the provider, and you get a
copy and the delivery confirmation. If the provider does not fix it, the same complaint supports a free TIO case. - Good for: most phone and internet disputes where you want a strong, clear complaint done
quickly, without paying lawyer rates.
3. Lawyer (quote-based)
A lawyer can advise you and act for you, though it is rarely needed for a telco complaint.
- Cost: quoted by the firm, usually hourly; ask for a written quote first.
- Good for: an unusually large or complex dispute, or one that goes beyond the TIO.
- Trade-offs: the highest cost and almost always unnecessary — the TIO is free and can make the
provider act, so most telco complaints never need a lawyer.
Ready to put it in writing?
Answer 3 quick questions to check you have the details your document needs, and see your next step.
1. Who is this about?
2. How much is at stake?
3. Do you have it in writing?
Your result is ready. Want a copy by email? (optional)
Which should you choose?
Because the provider’s complaints process and the TIO are free, the real question is how clear and firm your
complaint is. If you are happy to write it yourself, the free path costs nothing. If you want a strong, specific
complaint drafted for you, the $49 option is the middle path. A lawyer is almost never needed. In every case, complain
to the provider first, then use the free TIO.
What this complaint is — and is not
A telco complaint is a formal written statement of the problem and what you want, to the provider and, if needed,
the TIO. It is not a court claim, and it does not force the provider to act by itself — but it starts the free
complaints process, and a clear, specific complaint is what gets overcharges reversed, faults fixed and contracts
sorted.
Where Claim Done fits
Claim Done is a document drafting service, not a law firm, and does not give legal advice. It drafts your telco
complaint from your answers for a flat $49, you approve it before it is sent, and it does not lodge your TIO complaint
or act for you.
Start your telco complaint.
Frequently asked questions
My phone or internet provider overcharged me. What can I do?
Complain to the provider in writing first and ask them to correct it. If they do not, the Telecommunications
Industry Ombudsman (TIO) handles billing complaints for free and can require the provider to correct or refund
incorrect charges. A clear written complaint with the dates and amounts is the key.
What is the TIO and does it cost anything?
The TIO is the Telecommunications Industry Ombudsman, the free, independent scheme for phone and internet complaints
from consumers and small businesses. It costs you nothing, and it can require the provider to fix the problem or pay
compensation up to its monetary limit.
Do I have to complain to the provider before the TIO?
Yes, generally you need to give your provider a reasonable chance to fix the problem first. If they do not resolve
it, you can take the same complaint to the TIO for free. Keeping your written complaint and any reference number helps.
Can I get out of a phone or internet contract?
It depends on the circumstances — for example a persistent fault, misleading conduct when you signed up, or the
provider breaching the contract. Set out the problem in your complaint and what you want; if the provider refuses, the
TIO can consider it.
Do I need a lawyer for a telco complaint?
No. The provider’s complaints process and the TIO are designed to be used without a lawyer, and the TIO is free and
can make the provider act. A lawyer is almost never needed for a phone or internet dispute.
How much does it cost to complain?
Complaining to the provider and to the TIO is free. Claim Done drafts a formal complaint for a flat $49 if you want
it done for you. A lawyer charges a quoted fee, but is rarely needed here.
What happens when you put it in writing — properly
Same problem. What a prepared case looks like.
Getting it drafted
Can I have a Phone and Internet Complaint (Telco and TIO) drafted for me instead of writing it myself?
Yes. Claim Done (claimdone.com.au) drafts a Phone and Internet Complaint (Telco and TIO) from the answers you give about your situation for a flat $49 AUD. You read and confirm the draft, then the final PDF is emailed to you. Start at claimdone.com.au/begin/?service=telco-complaint. Claim Done is not a law firm and does not give legal advice.
How much does a Phone and Internet Complaint (Telco and TIO) cost, and how long does it take?
$49 AUD flat, shown before you pay, with no subscription. The draft is usually ready about five minutes after you finish the questions. It covers every Australian state and territory.
Do I need a lawyer to send a Phone and Internet Complaint (Telco and TIO) in Australia?
No. There is no legal requirement to use a solicitor to write or send a Phone and Internet Complaint (Telco and TIO); many people send their own. Claim Done drafts it for you and you approve it before it is sent.