What to do now
Official pages: ACMA, How to complain to your telco, ACMA, Telco complaints and problems, ACMA, Complain to the Telecommunications Ombudsman, TIO, Make a complaint, TIO, Getting help with billing problems.
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Complain to your telco in writing today. Email or send a message through the app. Say you are complaining. Give your account number, the bill date and amount, explain what is wrong (for example charges after cancel, unclear charges, overcharged vs the Critical Information Summary or contract, no service but still billed, or duplicate charges), and what you want (corrected bill, refund, fee waiver).
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Ask for a complaint reference number in writing and ask the telco to pause debt action while you are disputing the bill (TIO).
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Check the ACMA complaint clocks. Non-urgent: up to 10 working days to propose a fix, then up to 5 days to do it once you agree. Urgent (financial hardship risk tied to the complaint, priority assistance, or improper disconnect): 2 business days. If the fix will take longer than 10 days, you can contact the TIO (ACMA).
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Keep evidence. Contract or Critical Information Summary, bills, sign-up emails, cancellation confirmation, usage records, and every complaint reference and email.
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Escalate to the TIO if the telco will not fix it, disagrees with no workable alternative, does not respond properly, or keeps chasing payment while you are disputing. TIO, Make a complaint online or call 1800 062 058 (Monday to Friday, 8am to 8pm AEST). Skipping the telco first usually adds five days (ACMA).
This is legal information about telco complaint paths in Australia, not personal legal advice.
Common billing problems (TIO)
From TIO guidance on billing problems:
- charges after you cancel the service
- unclear bills or charges you do not recognise
- refunds for services that did not work or were unavailable
- charged more than what the Critical Information Summary or contract said
- debt collection while disputing, or debt sold to a collector before the dispute is resolved
What the TIO expects telcos to do on billing
From TIO guidance on billing problems:
- provide clear and accurate bills
- stop pursuing debt while a complaint is being investigated
- explain high bills and check for faults or plan mismatches
- offer payment plans or hardship help tied to the bill dispute
- cancel without penalty if the telco cannot deliver the service quality or contract terms promised
Worked example with dates
- 1 September 2026: you receive a $450 September bill; usual bills about $90; includes charges for a cancelled add-on service.
- 2 September 2026: email the telco with account number, bill screenshot, the cancellation date (20 August 2026), and ask for a corrected bill within 10 working days. Ask for a complaint reference and for them to pause debt action.
- 5 September 2026: telco gives complaint reference #2026-12345; confirms they will not chase payment until resolved.
- 16 September 2026: telco replies but only offers a payment plan for the full disputed amount, no correction.
- 17 September 2026: lodge with TIO at tio.com.au/make-a-complaint with the complaint reference, bills, cancellation email, and the telco's reply attached. Keep the TIO case number.
When hardship help applies
If the bill dispute is causing financial hardship (for example cannot pay other bills because of the disputed charge, or debt collectors are calling), tell the telco you need a payment plan or hardship arrangement and that the complaint is urgent under ACMA rules. For broader debt hardship paths, see Financial hardship: ask your lender in writing, then AFCA.
TIO contact
TIO, Make a complaint online or call 1800 062 058 (Monday to Friday, 8am to 8pm AEST). The TIO is free and independent. It handles complaints about phone and internet services, including mobile, home phone, landline, NBN, and other fixed-line internet.
Related consumer paths: NBN connection delays (for install and connection issues, not bills), Energy bill dispute (ombudsman), Chargebacks and debit card disputes, and Financial hardship: ask your lender in writing, then AFCA.