Had an issue with Foxtel? Get a real response.
Foxtel is a paid cable and satellite TV company in Australia, providing customers with a variety of local and international TV channels and streaming options.
Customers may contact Foxtel regarding things like technical glitches and service disruptions, slow connections, billing errors, or cancellation issues.
The quickest way to submit a complaint with Foxtel is via the website's live chat function which operates 8am - 8pm Monday to Friday. Calling Foxtel's phone line will also connect you with an agent during business hours, or you can submit a complaint via email or online form. There are no in-person complaint options. Once Foxtel has received your complaint keep the reference number they provide you throughout the process.
Foxtel aims to resolve all complaints within 10 business days, but if your problem is urgent (eg. financial hardship) it may be resolved sooner. If you want an update on your complaint's progress, reach out to Foxtel again and cite your reference number.
Foxtel may respond to complaints by fixing technical issues, providing refunds, or offering credits/compensation.
If you're unhappy with the result, or Foxtel has missed its promised deadlines, request that your complaint is escalated to a higher team. If that doesn't work you can bring your issue to the Telecommunications Industry Ombudsman (TIO) for phone or broadband-related complaints, or to your State/Territory Consumer Affairs Offices for mediation.
How to submit a complaint with Foxtel
1. Live Chat
The quickest way to get your issue handled is via Foxtel Live Chat. It’s available 8am–8pm, Monday to Friday (AEST). Head to Foxtel’s official site and click the Live Chat option. You’ll connect directly with an agent who can take your complaint and respond in real time. You can also save a copy of the chat transcript for your records.
2. Phone Complaint (131 999)
Call Foxtel Support on 131 999 between 9am–6pm (Mon–Fri) to make a complaint by phone. Tell the operator you wish to lodge a formal complaint and they’ll transfer you to the right team. You’ll receive a reference number immediately, so keep it safe for future follow-ups.
3. Online Complaint Form / Email
Foxtel’s official online complaint form is located on their Complaint Handling Process page. Complete the form with your details and the issue description. Once submitted, it automatically sends your complaint to Foxtel’s complaints team. You’ll receive an acknowledgement email with a reference number right away. (Note: Check your spam folder for the confirmation email.)
4. Mail (Postal Complaint)
If you prefer to write, send your complaint to:
Customer Resolutions Team PO Box 649, Collins Street West, VIC 8007
Foxtel will acknowledge receipt within 2 business days. Include your account number, contact details, and a clear summary of the issue.
5. Accessibility (National Relay Service)
For customers with hearing or speech impairments, you can make your complaint via the National Relay Service (NRS). Ask the relay officer to connect you with Foxtel on 131 999 or assist you via chat.
Quick Summary:
Start with Live Chat or phone for same-day acknowledgment. Provide your details, explain your issue, and record your reference number.
Acknowledgement & Reference Number
Foxtel immediately acknowledges online or phone complaints and gives you a reference number. Postal complaints are acknowledged within 2 business days.
Classification of Your Complaint
Your complaint is categorised internally (e.g., billing, service fault, content issue), so the right specialist team handles it efficiently.
First-Contact Resolution
Foxtel aims to fix simple problems on the spot. Many issues are resolved during your initial contact.
Internal Escalation
If your complaint can’t be fixed immediately, it’s escalated to a case manager or specialist team for further investigation.
Updates & Tracking
Foxtel keeps you updated on progress via calls or emails. You can also contact them anytime using your reference number to check the complaint’s status.
Resolution Timeframes
- Standard complaints: resolved within 10 business days.
- Urgent complaints: resolved within 2 working days. Urgent cases include financial hardship or incorrect disconnection. Always flag these early.
Delays & Transparency
If delays occur, Foxtel must notify you, explain the reason, and give a new expected resolution date. They’ll also remind you of your right to contact the Telecommunications Industry Ombudsman (TIO) if you prefer external help.
Resolution & Closure
You’ll receive Foxtel’s proposed resolution, such as a fix, credit, or explanation. They won’t close the complaint until you agree the issue is resolved. Once you accept, Foxtel implements the solution within 10 working days (or 2 days for urgent cases) and can send written confirmation within 5 days if you request it.
Common complaints against Foxtel
1. Technical Problems with Equipment or Streaming
Common issues include malfunctioning Foxtel iQ boxes, app crashes, or streaming interruptions. If troubleshooting doesn’t help, Foxtel can arrange equipment replacement or technician visits.
2. Billing Errors & Account Disputes
Customers often report overcharging or continued billing after cancellation. Foxtel aims to correct billing issues by the next billing cycle. Keep all receipts and request written confirmation for cancellations or credits. If billing errors continue, ask for the Customer Resolutions Team or a manager to review.
3. Content or Value Complaints
Many users express frustration about repeated shows or price increases without added value. If you feel the same, call to discuss your options. Foxtel often provides loyalty discounts or restructured packages to retain customers.
4. Customer Service Concerns
Customers sometimes cite long hold times or difficult communication. Use Live Chat if phone service is slow. Always note the agent’s name and your reference number for accountability.
5. Cancellation Issues
Cancellations must be made via phone. Always get a confirmation email or reference number and keep tracking for returned equipment. If billing continues after cancellation, escalate with proof, it’s a fixable admin issue.
Foxtel complaints submitted through Ajust
I felt completely ignored when Foxtel kept raising my monthly fee while offering cheaper deals to new customers. After more than two decades with them, being told my bill would jump from $74 to $94 made me feel like loyalty counted for nothing. I just wanted a fair price that reflected the years I’ve stayed. - Gay
My Foxtel service kept dropping out for months and every phone call just led to the same scripted troubleshooting. When the hub I’d bought started failing too, it became exhausting to manage, especially while dealing with financial pressure and health issues. I just needed consistent service and someone to actually help. - Darryl
I paid my Foxtel bill and was still left without service, with no reminder that anything was overdue. Being cut off on a weekend meant I couldn’t fix it, and it felt unfair given how much we already pay for repetitive content. I just wanted the service restored without all the stress. - Gins
I’ve been struggling with constant issues on my Foxtel iQ box, losing recordings, apps, and even basic functionality. Calling for help didn’t get me anywhere, and the lack of support after more than twenty years as a customer has been really disappointing. I just want the service I’m paying for to actually work. - Neil
How other consumers Foxtel complaints got resolved
Unexpected Price Increase: A customer faced a sudden 25% price rise and was unhappy. After several calls and escalation, Foxtel offered a loyalty discount that reduced the price back to normal.
Cancelled Service Still Being Billed: A customer continued being charged months after cancellation. After contacting the Telecommunications Industry Ombudsman (TIO), Foxtel closed the account and removed all incorrect charges.
Service Outage: A business customer lost internet for two weeks. Once escalated, Foxtel fixed the fault and offered compensation for the downtime.
Step 1: Ask for a Supervisor or Manager
If your issue isn’t resolved, request to speak with a team leader. Foxtel allows escalation at any time during the process.
Step 2: Request a Case Manager
For complex issues, ask for a dedicated case manager. This provides a single point of contact who will oversee your complaint until its resolution.
Step 3: Keep Detailed Records
Note down names, dates, and any promises made. Escalations move faster when you have documentation.
Step 4: Signs You Should Escalate
- Repeated contacts without resolution.
- Missed promised callbacks.
- Unsatisfactory resolutions or partial fixes.
Step 5: Internal Review or Final Escalation
If still unhappy, Foxtel’s Customer Resolutions Team can conduct a higher-level internal review before you go external.
Foxtel guarantees no service termination or penalties for escalating complaints, so advocate for yourself with confidence.
Telecommunications Industry Ombudsman (TIO)
Handles Foxtel broadband or phone-related complaints.
- Website: www.tio.com.au
- Phone: 1800 062 058
The TIO is free, independent, and ensures Foxtel provides a fair resolution.
ACMA (Australian Communications & Media Authority)
Handles broadcasting and content issues such as captioning or classification complaints.
- Website: www.acma.gov.au
- Phone: 1800 226 667
State Fair Trading / Consumer Affairs Offices
For Foxtel TV service issues like billing disputes or credit management.
- NSW Fair Trading: fairtrading.nsw.gov.au
- Consumer Affairs Victoria: consumer.vic.gov.au
Choose the office in your state for assistance.
Office of the Australian Information Commissioner (OAIC)
For privacy or data misuse complaints.
- Website: www.oaic.gov.au
- Phone: 1300 363 992
Ad Standards (Advertising Complaints)
For offensive or misleading Foxtel advertising.
- Website: www.adstandards.com.au
- Phone: (02) 6173 1500
- Complaint Handling Process Page: foxtel.com.au/about/legal-stuff/complaint-handling.html
- Online Complaint Form: foxtel.com.au/about/complaint.html
- Live Chat: Available on help.foxtel.com.au (Mon–Fri 8am–8pm AEST)
- Phone (Complaints): 131 999 (Mon–Fri, 9am–6pm)
- Customer Resolutions Postal Address: PO Box 649, Collins Street West, VIC 8007
- Telecommunications Industry Ombudsman: www.tio.com.au – 1800 062 058
- ACMA (Broadcasting Complaints): www.acma.gov.au – 1800 226 667
- Fair Trading Offices: State-based offices (NSW, VIC, QLD, etc.)
- OAIC (Privacy): www.oaic.gov.au – 1300 363 992
- Ad Standards: www.adstandards.com.au – (02) 6173 1500
Foxtel Complaints FAQs
How long does it usually take for Foxtel to resolve a complaint?
Most Foxtel complaints are resolved within 10 business days, while urgent issues are handled within 2 working days. This timeline helps you know what to expect and plan follow-ups confidently. If your case is urgent, such as financial hardship or wrongful disconnection, flag it immediately so it’s prioritised. And if Foxtel misses a deadline, they must give you an updated timeframe and explain the delay so you’re never left in the dark.
What should I do if Foxtel keeps promising callbacks but nothing happens?
If Foxtel repeatedly misses promised callbacks, it’s a sign to escalate your complaint. Asking for a supervisor or case manager gives you a consistent point of contact and prevents your issue from going in circles. Keeping names, dates and reference numbers strengthens your position and helps escalations move faster. This approach gives you more control and reduces the mental load of chasing updates.
How do I know whether my Foxtel complaint counts as an urgent complaint?
A Foxtel complaint is considered urgent if you’re facing financial hardship or an incorrect service disconnection. These complaints must be resolved within two working days. Understanding this can help you get faster help and avoid unnecessary delays. If your issue might impact your finances or essential services, clearly state this when lodging your complaint so it’s prioritised from the start.
When should I take my Foxtel complaint to the Telecommunications Industry Ombudsman (TIO)?
You should contact the TIO if Foxtel hasn’t resolved your complaint within their timeframes or if you’re unhappy with the final outcome. The Ombudsman is free, independent, and can push Foxtel to provide a fair resolution. Going external is especially helpful when issues drag on, you’re being billed incorrectly, or Foxtel stops responding. It ensures your case keeps moving without you wasting more time or energy.
You’ve done your part, now it’s time to hold Foxtel accountable.
Take the final step and submit a complaint that gets seen and responded to.