Optus

The formal letter that starts their legal clock

A free formal dispute letter citing the exact law, with the response deadline tracked and escalation prepped automatically.

Put the complaint in writing (starts their legal clock)

A written formal complaint triggers response obligations a phone call never does.

ACL consumer guarantees: major failure = your choice of remedy

For a major failure, the Australian Consumer Law lets you choose the refund, not accept their "store credit".

TIO escalation (they pay a fee the moment you lodge)

The Telecommunications Industry Ombudsman is free for you and costs the telco money per complaint.

Chargeback through your card issuer

Paid by card and did not get what you paid for? Your bank can reverse the charge.

Cooling-off rights on unsolicited sales

Door-to-door or cold-call sale? You likely have a 10-business-day escape hatch.

Ask for their complaints process and reference number

One sentence that moves you from the fob-off queue to the process with deadlines.

The hardship team is obliged to help

Can't pay? Banks, telcos, and energy retailers all have hardship obligations. The magic word is 'hardship'.

Executive complaints: skip the queue

A measured email to the CEO's office routes you to the team that can actually say yes.