Dealing with phone problems
Take care of your mobile phone
Whether it's your fault or not, you have legal rights that can
help you to sort out problems or make complaints about your phone
or mobile service provider.
Here we explain how to protect your phone, as well as what some
of the typical problems are and how to resolve them.
Protecting your mobile
Losing your mobile phone or not using it securely can cost you
lots of money, and can lead to other problems if someone misuses
your personal data.
Protect against loss and theft
Backup any important data like contacts from your mobile so you
can restore the information to a new phone if it gets lost or
stolen. If you lose your phone, contact your provider immediately
to get them to block your phone. You can always get it unblocked if
you find it later.
If you lose or damage your phone or you get it blocked, your
contract will continue. Check out mobile phone insurance and see if
it works for you. See our webpage on mobile phone
Websites and banking
To prevent your personal information being stolen, be careful
about the websites you visit on your phone. If you're accessing
your bank accounts, use your mobile network rather than a free
internet wireless network (wi-fi).
Watch out for scams
Beware of texts and calls you receive about winning prizes or
visiting websites. It can be a scam to take money from you. See how
to deal with these problems on SCAMwatch:
Mobile premium services.
Resolving mobile phone
Here are some common problems that could be resolved by talking
to your mobile phone provider.
If your new phone is faulty or doesn't work, you may have the
right to get it repaired, replaced, or get a refund. Contact your
service provider to find out. See your consumer rights at ACCC: Internet and phone
If you bought your phone from a business outside Australia, you
may find it a lot more difficult to insist on your rights. In any
case, keep your receipts, warranty document and contract with the
service provider as proof of purchase.
Network coverage or internet connection
Poor quality mobile network coverage can be a real
problem. Speak to your phone provider and complain about their
If your bill is more than you expected, don't panic. Contact
your provider and ask them to explain why the cost is so high. If
you believe there has been a mistake and the phone company is not
willing to help, you can make a complaint.
How to complain about your
phone or provider
As a consumer you have the right to make a complaint about
different mobile phone problems, including bills, faults, payments,
or poor network connection. There are different people you can
speak to depending on what the problem is and how it's handled.
Contact your mobile service provider
Contact your service provider about your complaint. The provider
must be fair with you in trying to solve the problem, and they
should deal with your problem quickly in a helpful and positive
If you're happy with the solution they suggest, the service
provider must do what it promised within 10 days.
If it's taking too long or you don't agree with the solution
suggested, ask the provider to refer your complaint to a supervisor
or manager - they have more authority to make decisions.
Contact the Telecommunications Industry Ombudsman (TIO)
If you're still not satisfied after speaking to a manager,
you can lodge a complaint with the Telecommunications
Industry Ombudsman (TIO). The TIO is a
free, independent service that can help if you're not satisfied
with how a mobile service provider handles your problem. They will
work with you and the provider to try to settle the problem.
The TIO will generally only look at your complaint if you have
already tried to resolve it directly with the provider.
You can lodge a complaint with the TIO online,
or by calling 1800 062 058.
Last updated: 05 Dec 2018