How to complain about your NBN service — the TIO process.
Your ISP hasn't resolved your problem after multiple contacts. The Telecommunications Industry Ombudsman (TIO) is the free, independent escalation path.
Tired of fighting your ISP? HIT Pacific — transparent pricing, no lock-in, real local support.
See our plansWhy this happens
- ISPs are required to resolve complaints within 15 business days before TIO intervention
- The TIO is free for consumers and can order remedies, credits, and refunds
- Most ISPs resolve complaints quickly once TIO is involved — the threat is often enough
How to fix it — step by step
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1. Exhaust your ISP's complaints process first
The TIO requires you to try your ISP first. Contact them and use the word 'complaint' — this triggers their formal complaints process and a 15 business day resolution clock.
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2. Document everything
Keep records of every call (date, time, name of agent), every email, and every reference number. You'll need this for the TIO.
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3. Lodge with the TIO if unresolved
If 15 business days have passed with no resolution, go to tio.com.au and lodge a complaint online. It takes about 10 minutes.
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4. What the TIO can do
The TIO can require your ISP to fix a fault, provide a credit or refund, waive break fees, or release you from a contract. They can't award compensation for inconvenience.
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5. Most complaints resolve at conciliation
Once the TIO contacts your ISP, most complaints are resolved within a week at the informal conciliation stage. Full formal investigation is rare.
Still having trouble?
If none of these steps resolve the problem, it may be an issue with your current provider. HIT Pacific offers transparent pricing, faster fault response, and local support.
See our plans