TalkONE

Complaints

Tell us what went wrong.

Making a complaint is free. Tell us the problem, how it has affected you and the outcome you need.

Start with TalkONE

  1. Contact usEmail or call with your business name, affected service or mobile number, and a clear description of the problem.
  2. Tell us the outcome you needFor example: correct a bill, restore a service, complete a transfer, explain a decision or review a charge.
  3. Keep your referenceWe will record the complaint, investigate it and use your preferred safe contact method for updates.
Email a complaint 1300 4 TALK1

Our complaint timeframes

  • We acknowledge complaints made by phone immediately and complaints received by email within two working days.
  • We aim to propose a resolution for a non-urgent complaint within 10 working days.
  • Urgent complaints are prioritised and resolved within two working days.
  • Once you agree to a proposed resolution, we implement it within five working days and confirm completion in writing.
  • If a timeframe cannot be met, we explain the reason, give a new timeframe and tell you about escalation options where required.

Ask the person handling your complaint for an internal escalation if you are dissatisfied with its progress or proposed outcome. You do not have to complete our internal escalation before contacting the TIO.

Tell us if the matter is urgent.

Let us know about a safety risk, a disconnection affecting essential use, financial difficulty or another circumstance that needs a faster or safer response.