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People go to the Telecommunications Industry Ombudsman and get told to go back to their provider, which feels like being sent to the back of the queue. It isn't, quite.
What they want is evidence you've actually raised it as a complaint and given them a chance. So:
- Raise it as a complaint, using that word. "I'd like to make a complaint" is different from "can you look at my bill".
- Get the reference number. Write it down.
- Put the key facts in one short email — dates, amounts, what you were told and by when. Phone calls evaporate. An email is a thing you can point at six weeks later.
On timing: the binding rule is the ACMA Telecommunications (Consumer Complaints Handling) Industry Standard 2018, and under it a provider has 10 working days to tell you how they plan to fix it. That's to propose a resolution, not to have finished. Urgent complaints are faster.
Once you've done that and they've gone quiet or said no, the TIO is free: 1800 062 058.
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