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To complain about a pay TV provider
- (1) Telecommunications Industry Ombudsman (TIO)
The TIO can investigate complaints about Pay TV providers in relation to land access issues (e.g. complaints about a provider failing to notify a landowner or occupier that it requires access to their land in order to provide a service to their neighbour). More about this role here.
Contact info for the TIO here.
But, the TIO can't investigate pay tv issues such as billing, provisioning, fault repair and credit management, even though the service may be provided by a member of the TIO scheme.
These complaints need to be lodged with your state or territory Office of Fair Trading / Consumer Affairs (see below). The TIO regards this as confusing and unfair for consumers, particularly where you've purchased a bundle of services and often receive a single bill. Link to TIO article on this issue.
(2) Offices of Fair Trading / Consumer Affairs
You'll find contact information for these offices on our site here.
(3) Australian Communications and Media Authority (ACMA)
For content complaints, contact ACMA. Since 1 July 2005, it has been responsible for the regulation of broadcasting, radiocommunications, telecommunications and online content. Contact info here.
(4) Codes of practice - Australian Subscription Television and Radio Association (ASTRA)
ASTRA’s codes for narrowcasting radio cover general guidelines for programming, complaints handling and customer service, in the case of subscription services. In addition ASTRA’s codes for narrowcast television also include classification and placement of programming. More information here.
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