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NBN 50 Plan
$65.00 / Month For First 6 Months
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Australians aren’t typically known for picking fights, but when it comes to internet complaints, we’ve got a point. Whether it’s slow speeds, unhelpful customer service or incorrect bills, dealing with your telco can be frustrating — especially when you feel like your provider isn’t listening. Below, we’ll walk you through the proper steps to file a complaint against your internet company, and what to do if you still don’t get a resolution.
The complaints process in Australia is fairly straightforward. There are two main steps you'll need to follow:
To make sure your complaint has the best chance of being resolved, there are a few key tips you should follow. If you follow these tips it will allow you to solve your problem quickly and easily, to avoid any extra trouble.
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Under Australian Consumer Law and the Telecommunications Consumer Protections (TCP) Code, you have certain rights as a telco customer. This includes the right to:
If you're not getting what you paid for — whether that's speed, service, or support — you're well within your rights to raise a complaint.
Before reaching out to your provider, make sure you're prepared. Most telcos offer multiple support channels, including phone, online chat, email, web forms, or even mail. Phone and chat are often the fastest ways to speak with someone, but they can come with long wait times and may not give you time to think through what you want to say.
To improve your chances of success:
💡 Tip: If you're living with a disability, experiencing financial hardship, or need support in another language, your provider must offer appropriate assistance.
Not all departments can handle all complaints. Telcos like Telstra, Optus or TPG usually have separate contact numbers for billing, technical issues, and sales — and choosing the right one can save you time and frustration.
If the representative you speak to doesn't have the authority to help, politely ask to be escalated to a senior staff member.
It's easy to get flustered when your internet keeps dropping out or your bill has spiked unexpectedly. But staying calm and respectful — while being assertive — will go a long way.
Submit your complaint
Your provider must acknowledge receipt of your complaint.
Complaint resolution
Your provider must resolve non-urgent complaints within this timeframe.
Provider notification
Your provider must inform you if there will be any delays in resolving your complaint.
Solution implementation
Your provider must complete any agreed solution within this timeframe, unless you've agreed to a longer period.
If your provider fails to resolve your complaint within the specified timeframes, or if you're not satisfied with the resolution, you can escalate the matter to the Telecommunications Industry Ombudsman (TIO). The TIO is an independent dispute resolution service that can help mediate between you and your provider.
If you've gone through your provider's complaints process and your issue still isn't fixed, the next step is to contact the TIO. You can lodge your complaint:
The TIO investigates complaints that remain unresolved or where the telco has failed to respond in time. Even relatively small issues may be accepted if your provider hasn't met its obligations.
According to the TIO Annual Report 2023–24, there were 56,718 total complaints, with 22,335 related to internet services. The most common issues included:
| Complaint Type | % of Internet Complaints |
|---|---|
| No or delayed action from provider | 63.3% |
| Service and equipment charges | 34.9% |
| Dropouts or intermittent service | 15.8% |
| No internet or phone service | 15.5% |
| Poor fault testing | 14.5% |
These numbers reflect cases where multiple issues were often raised in a single complaint.
The top five telcos by complaint volume were:
| Provider | % of Total Complaints |
|---|---|
| Telstra | 39.9% |
| Optus | 25.7% |
| Vodafone | 8.9% |
| TPG | 3.5% |
| iiNet | 3.0% |
Keep in mind, these stats include internet, mobile and landline issues — and the largest telcos naturally receive more complaints due to their bigger customer base.
Australia's internet isn't known for being world-class — and if you're paying for a premium NBN plan but getting below-par speeds or terrible service, it's understandable to feel let down.
Being clear about your expectations and calm when presenting your issue can often lead to a resolution. But if your provider can't (or won't) fix things, the TIO is there to help — and switching providers may be your best option.
If your current provider isn't cutting it, here are a few NBN plans worth checking out. All of the offers below come with unlimited data and are available with no lock-in contracts.
| Provider | Plan | Speed (Evening) | Cost/Month | Promo |
|---|---|---|---|---|
| AGL | Home Fast Plus nbn100 | 100Mbps | $65.00 | $65/month for 6 months with AGL Energy. BYO modem. Ends 08/04/25. |
| Dodo | nbn50 | 50Mbps | $68.90 | Save $15/month for 12 months. Extra $10/month off with Dodo Energy. Ends 29/04/25. |
| TPG | NBN 100 Unlimited | 100Mbps | $79.99 | $15/month off for first 6 months. New customers only. |
👉 Compare more NBN plans on Selectra's internet comparison page.
If your internet provider isn't delivering the service you're paying for — whether that's speed, reliability, or customer support — then switching could be the smartest solution. Constant dropouts, unresolved complaints, or poor communication are all valid reasons to consider a change.
Before you make the move, compare other providers and check what kind of speeds and support they offer in your area. Many NBN providers now offer contract-free plans with discounted introductory rates, so you can try a new service without long-term commitment.
In short: if your current provider isn't listening, it might be time to find one that will.
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