Talk to the company and tell them why you want to stop paying their bills. If you can't fix the problem with the company, talk to the Telecommunications Industry Ombudsman.
If you have signed a contract for phone or internet service that you can’t use, contact the company and tell them what has happened.
If you can’t sort out the problem, talk to the Telecommunications Industry Ombudsman (TIO). TIO listens to complaints about telephone and internet services in Australia. You can call them on 1800 062 058.
They can help small business and residential customers by doing dispute resolution.
Their service is free.
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Who Can Help? (Service Providers)
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Helpline |
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TEWLS (Top End Women’s Legal Service) |
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KWILS (Katherine Women’s Information & Legal Service) |
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| Purchasing a mobile phone
This web page has information for young people about signing a mobile phone contract. |
| Owning a mobile phone
This web page has information for young people about mobile phone plans and billing. |
| Complaint?
This brochure tells you to call the Telecommunications Industry Ombudsman to complain about your phone or internet service. The brochure is in Macedonian, Nepalese, Persian, Serbian, Somali, Spanish, Tamil, Swahili, Thai, Tigrinya, Turkish and Vietnamese. |
| What is the Telecommunications Industry Ombudsman?
This factsheet explains what the Telecommunications Industry Ombudsman (TIO) is and how to use their services. |
| Questions to ask before signing a phone contract
This page gives a list of questions to ask before signing up to a phone contract. |
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Indigenous consumer rights
This video explains the rights Indigenous consumers have under Australian Consumer Law.
Mobile phone contracts
This video talks about phone contracts and hanging up on people trying to sell them
Out of credit
This video tells you what can happen if you sign up for a phone contract and have problems. It also tells you what to do to make things right.
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This MP3 audio tells you about the Telecommunications Industry Ombudsman.
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This factsheet tells you how to make a complaint about your phone or internet service.
Click here to view How to make a complaint that gets heardThis Pitjantjatjara poster tells you to call the Telecommunications Industry Ombudsman for help with phone and internet problems.
This Yolngu Matha poster tells you to call the Telecommunications Industry Ombudsman for help with phone and internet problems.
Click here to view Dalipunbuy warwu nhuŋ u?This Warlpiri poster tells you to call the Telecommunications Industry Ombudsman for help with phone and internet problems.
Click here to view Problem Phone Kurlu?This Arrernte poster tells you to call the Telecommunications Industry Ombudsman for help with phone and internet problems.
Click here to view Phone problems? (Arrernte)This Kriol poster tells you to call the Telecommunications Industry Ombudsman for help with phone and internet problems.
Click here to view Yoo gud broblum wid yor foan?This poster tells you to call the Telecommunications Industry Ombudsman for help with phone and internet problems.
Click here to view Phone problems?Glossary: What these words mean
| contract | A contract is an agreement between two or more people. People agree that they will do something in exchange for money or another favour (action). Contracts can be written down or spoken. For example, when you buy something at the store you are agreeing to pay for the things and they are agreeing to give it to you, so it is a contract. |
| Telecommunications Industry Ombudsman (TIO) | The Telecommunications Industry Ombudsman (TIO) can help you if you have a problem with your phone or internet service. They are an independent agency who work with the phone and internet providers to help you. |