Had an issue with Opticomm? Get a real response.
How to submit a complaint with Opticomm
Opticomm is a wholesale-only fibre network operator in Australia, so end users buy services from a Retail Service Provider (RSP) like Aussie Broadband, Superloop, Exetel, Leaptel or iiNet — not from Opticomm directly. The fastest path depends on the issue type, and most consumer complaints must start with your RSP.
Step 1 — Start with your RSP (service, speed, outage, billing)
- Call your RSP's faults/complaints line and ask them to lodge a wholesale fault ticket with Opticomm.
- Request the Opticomm ticket reference number and confirm it's a complaint, not just a fault.
- Get all promises in writing — email, chat transcript or SMS — for any future TIO complaint.
Step 2 — Contact Opticomm directly (limited categories only)
Opticomm states it is "restricted by law from providing direct assistance to end-users for internet or phone faults." Residents can submit an Opticomm fault report directly only when the issue relates to:
- Technician conduct — behaviour of an Opticomm technician or contractor on site.
- Infrastructure damage — damaged pits, lids, FDH cabinets or fibre cuts.
- Free-to-air TV faults — reception issues on the Opticomm-operated TV service.
- New fibre build requests — granny flats, subdivisions or connection-on-demand.
Use the Opticomm residents' contact form, the TV fault form, or email info@opticomm.net.au. Opticomm's general business line is 1300 137 800.
Step 3 — Escalate to the TIO
If your RSP has not resolved the issue within a reasonable time (typically 10 business days for an Opticomm wholesale complaint), lodge a free complaint with the Telecommunications Industry Ombudsman.
Because the wholesale model puts the RSP in the middle, the timelines that apply come from the Telecommunications (Consumer Complaints Handling) Industry Standard 2018 and TCP Code C628:2019. These bind your RSP directly and Opticomm indirectly via the wholesale chain.
- Acknowledgement: within 2 working days (immediately if lodged in person or by phone).
- Urgent complaints: resolved within 2 working days where possible — covers financial hardship, disconnection threats, and priority assistance medical needs.
- Proposed resolution: within 15 working days for standard complaints.
- Implementation: agreed resolution must be implemented within 10 working days of acceptance.
- Delay notification: the RSP must explain the delay, give a new timeframe, and offer escalation to the TIO.
- Free and documented: complaint handling is free, and you're entitled to a written record with a unique reference number.
When a wholesale fault is in play, the RSP raises a ticket with Opticomm, and Opticomm dispatches a field technician where required. Communication is relayed through the RSP — customers rarely speak to Opticomm directly, which is why a TIO complaint is often the fastest external lever.
Common complaints against Opticomm
Recurring themes drawn from ProductReview, Whirlpool Forums, Reddit r/nbn and Trustpilot:
Missed Installation Appointments
- Technicians failing to show up or contact the customer on the booked day.
- Incorrect addresses being registered against the work order.
- Repeated rebookings with no proactive updates from Opticomm or the RSP.
Opticomm Installation Delay After Move-In
- A 10–14 day minimum activation window even after the installation fee is paid.
- Frequent blowouts to 2–6+ weeks for new estates or apartment connections.
- Limited visibility on the Opticomm work order status from the resident's side.
Frequent Unplanned Outages
- Repeat outages roughly every 8–10 weeks reported on Whirlpool threads.
- Some outages lasting 24+ hours with weak status communication.
- Customers continuing to be billed by the RSP through the outage window.
The "Blame Loop" Between RSP and Opticomm
- RSP says the issue is an Opticomm fault and points back at the wholesale ticket.
- Opticomm communicates only via the RSP, leaving the customer in the middle.
- No direct phone line for residents to escalate consumer service complaints.
Pit Relocation and Civil Works Quotes
- Quotes of several thousand dollars for new connections where neighbouring properties already use the same pit.
- Slow review of civil works scope unless escalated formally.
Continued Billing During Outages
- RSPs continuing to bill while the Opticomm network is unavailable.
- Service rebates not applied automatically — customers must request them.
TV Fault Delays
- Slow resolution of Freeview/TV reception faults via the Opticomm-operated TV service.
- A separate TV fault form is required, which some residents miss.
Opticomm complaints submitted through Ajust
How other consumers Opticomm complaints got resolved
Three-Week Post-Maintenance Outage
After scheduled maintenance on 30 March 2026, Dave's service did not come back online and stayed down for three weeks while billing continued. His RSP raised repeated wholesale tickets but Opticomm provided no meaningful updates.
Tip: Lodge a TIO complaint after 10 business days without resolution and request a service rebate from your RSP.
Six-Week Connection Delay With $3,374 Pit Quote
Adam waited more than six weeks for activation after being quoted around $3,374 for pit relocation, despite neighbouring properties using the same pit. He logged more than 10 phone calls plus multiple chats and emails before progress.
Tip: Get the Opticomm work order ID from your RSP and ask Opticomm in writing to review the civil works scope.
Christmas–New Year Extended Outage
M Rolo lost internet from 26 December 2025 to 4 January 2026, with the RSP citing "best effort" service terms. The connection was relied on for elderly-care CCTV monitoring.
Tip: Flag priority assistance use cases in writing and cite the TCP Code outage obligations when escalating to the TIO.
Tier 1 — Your RSP
- Call the RSP's complaint/faults line and ask for a complaint reference, not just a fault number.
- Request escalation to a Team Leader, then to the Manager or Customer Resolutions team.
- Ask the RSP to confirm in writing that they've raised a wholesale complaint with Opticomm and share the Opticomm reference.
Tier 2 — Opticomm Directly (Limited Categories)
- Use the residents' contact form for technician conduct or infrastructure damage.
- Email info@opticomm.net.au and quote the Opticomm work order or ticket number from your RSP.
- For broader account or service issues, you may also want to check Opticomm's contact channels for the right resident pathway.
Tier 3 — Telecommunications Industry Ombudsman (TIO)
- Free, independent and binding scheme covering both RSPs and wholesale providers like Opticomm.
- Lodge online via the TIO complaints page or the online complaint form.
- Phone 1800 062 058.
- Process: the TIO sends the complaint to the telco/wholesaler's dedicated complaints team and gives them 10 business days. If unresolved, TIO investigates and can issue binding decisions.
Tier 4 — Regulators (Systemic Issues)
- ACMA — for breaches of the TCP Code or Complaints Handling Standard.
- ACCC — for misleading conduct or Australian Consumer Law breaches.
- Federal MP — a polite letter citing the TIO outcome can help with systemic civil-works delays.
- Telecommunications Industry Ombudsman (TIO) — Primary external dispute body for telco complaints, including wholesale providers like Opticomm. Phone 1800 062 058.
- Australian Communications and Media Authority (ACMA) — Regulator for the TCP Code 2019 and Complaints Handling Standard 2018; handles systemic breaches, not individual disputes.
- Australian Competition and Consumer Commission (ACCC) — Handles misleading conduct and Australian Consumer Law breaches affecting telco customers.
- Opticomm support hub — Central hub for residents and FAQs.
- General contact form — For non-fault enquiries and feedback.
- Opticomm FAQs — Common Opticomm customer service questions answered.
- Outage notifications — Current and scheduled Opticomm outage information.
- Network status — Live status of the Opticomm network for outage complaint evidence.
- Phone: 1300 137 800 — General business line (limited consumer assistance).
Opticomm Complaints FAQs
Why can't I call Opticomm directly about my internet outage or slow speeds?
Opticomm is a wholesale-only fibre network and is restricted by law from helping end-users with internet or phone faults, so all service issues must go through your Retail Service Provider (RSP). Your RSP — like Aussie Broadband, Superloop or iiNet — raises a wholesale fault ticket with Opticomm on your behalf. Always ask your RSP for the Opticomm ticket reference so you can track it.
How long should I wait before escalating an Opticomm issue to the TIO?
Lodge a free Telecommunications Industry Ombudsman complaint if your Opticomm-related issue is unresolved after 10 business days, or sooner if your RSP misses any TCP Code deadline. The TIO covers both RSPs and wholesale providers like Opticomm, and gives the telco 10 business days to respond. Call 1800 062 058 or lodge online — decisions can be binding.
Can I claim a refund or rebate from Opticomm if I'm billed during a long outage?
You can request a service rebate, but you must claim it through your RSP — Opticomm does not bill end-users directly. Rebates are rarely applied automatically, so put the request in writing, quote the Opticomm outage ticket number, and reference your billing period. If refused, escalate the rebate dispute to the TIO alongside the original outage complaint.
What evidence should I gather before lodging an Opticomm complaint?
Before complaining about Opticomm, collect your RSP account number, the Opticomm work order or wholesale ticket ID, dates and times of outages, and screenshots from the Opticomm network status page. Keep email, chat and SMS records of every promise made by your RSP. This evidence speeds up TIO investigations and strengthens any rebate or civil-works review request.
You’ve done your part, now it’s time to hold Opticomm accountable.
Take the final step and submit a complaint that gets seen and responded to.