It can be hard to stay on top of all of the different bills that we receive each month. Bills from telecommunications providers (telcos) can be especially hard to plan for because you don’t always know how big they will be until they arrive.

If you’re struggling to pay a telco bill, the first thing you should do is contact the provider. Most companies will have a department you can speak with to arrange a more manageable repayment plan. The telco’s contact details are usually provided on their website under ‘customer relations’.

You may also wish to contact a financial counsellor to help you with this, and future bills. See our ‘financial counsellors’ information here.

I want to make a complaint against my Telco.

If you have a complaint against your telco, you may wish to contact their internal dispute resolution department. Again, their contact details are usually provided on their website under ‘customer relations’.

If you’re not happy with the response from your telco, you can raise the complaint with the industry external dispute resolution scheme for telcos, the Telecommunications Industry Ombudsman (TIO). The TIO provide a fast, free and fair service to consumers to help resolve telephone and internet complaints.

For more information on the telco complaints process, see our Do you have a complaint against your telco provider factsheet.

To lodge a complaint with the TIO, visit their website or call 1800 062 058.

Still have some questions? Contact our advice line on (08) 9221 7066

Information on our website is provided for information only and is not legal advice. For legal advice please contact CCLSWA.