Had an issue with

TPG

? Get a real response.

1) Phone TPG (13 14 23)

• Tech support: 24/7
  
  
• Billing/account: typically 8am–10pm AET. Tell the agent you wish to lodge a formal complaint. They’ll try to resolve it on the spot or register the complaint and give you a reference number immediately.
  
  

2) Online Chat: Use TPG’s live chat for assistance. If it’s a formal complaint, ask the agent to log it as a complaint and email you the reference number so you have it in writing.

3) Email (Escalations / Written Complaints): Email customer_relations@tpg.com.au with your account details, summary of the issue, and desired outcome. This routes to TPG’s higher-level complaints team (ideal if phone/chat hasn’t solved it).

4) Website / My Account – Online Complaint Form: Log in to My Account or use the Complaint Form linked from TPG Support. Include your customer ID, contact details, and a clear description. You’ll receive an email acknowledgement with your reference number once submitted.

5) Mail (Written Letter)
Attn: Customer Relations, PO Box 2580, Kingston Delivery Centre, TAS 7050.
Include account number, contact info, and any supporting evidence. Slower, but suitable if you need a paper trail.

6) Special Assistance

• National Relay Service (NRS): Ask to connect to 13 14 23.
  
  
• TIS National (interpreting): Call 131 450 and request connection to TPG.
  
  

7) Get & Keep Your Reference Number: By phone you’ll get it immediately; by web/email within 1–2 working days (within 1 day if classified Urgent). Keep it for all follow-ups.

Acknowledgement & Reference

• Phone: acknowledged on the call with a reference number.
  
  
• Online/email: TPG acknowledges within 2 working days (or 1 day if urgent) and provides the reference number.
  
  

Initial Assessment & Priority
TPG’s complaints team categorises your case (billing, service fault, etc.) and assesses Urgent Complaint criteria (e.g., no service with significant impact, financial hardship). Urgent cases are prioritised.

Timeframes

• Standard: proposed resolution within 15 working days.
  
  
• Urgent: proposed resolution within 2 working days.

If timelines can’t be met, TPG will explain why and provide a new timeframe. If delays go 10+ working days beyond the estimate, they’ll advise your external escalation options.

Investigation & Updates
Your case officer liaises with technical/billing teams. TPG will keep you informed. You can request updates any time using your reference number and preferred contact method.

Resolution Proposal & Implementation
TPG sets out the fix (technical visit/config change, credits/refunds/plan change, or clarification). They won’t close the complaint until you agree. Once accepted, they implement within 10 working days (or 2 days for Urgent), unless you agree otherwise, and confirm in writing.

Fair Treatment
Complaints are free to lodge. Your service won’t be disconnected simply because you complained or escalated.

1) Internet Performance (slow speeds, dropouts)
Keep speed tests and outage logs. TPG can run line tests, replace modems, dispatch NBN techs, or adjust configs. Evidence speeds up resolution and credits for extended faults.

2) Customer Service Frustrations
If you’re repeating steps or progress stalls, ask for a supervisor or Customer Relations. Provide your history concisely (dates, tests, ticket refs).

3) Billing & Contract Problems
Examples: charges after cancellation, incorrect fees, missing discounts. Follow the official cancel process, collect reference/confirmation, then seek credits/refunds with proofs. If an outage was long, request pro-rata credits.

4) Installation/Provisioning Delays
If activation or relocations stall, ask for NBN job IDs and a formal complaint to prioritise. TPG can escalate with NBN; request interim options if appropriate.

5) Technology-Specific Issues (FTTN/HFC etc.)
Physical limits or faults can affect stability. After documented attempts, TPG may offer plan alignment, remediation, or alternatives.