Had an issue with TPG? Get a real response.
How to submit a complaint with TPG
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.
Common complaints against TPG
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.
TPG complaints submitted through Ajust
My internet barely worked for four days and nothing I tried fixed it. I rely on it for study and work messages, and it was stressful having to hotspot from another provider just to get basic tasks done. I’ve had good service before, but this experience left me genuinely disappointed and stuck without support. - Lesley
TPG kept charging me for internet at my old address even after I moved and updated everything. I’ve been chasing a simple refund for weeks and keep getting bounced around with no clear answer. It’s frustrating paying for a service I couldn’t even use, especially when the issue should have been fixed from the start. - Candy
I spent three hours on hold trying to get technical support because my email stopped loading, and I couldn’t reach anyone. It’s incredibly frustrating needing urgent help and getting no response at all. The wait times and lack of support made a simple problem so much harder to deal with. - Robin
Our landline hasn’t worked for months and getting help has been impossible. We’ve called over and over, waited on hold, left callback requests and still never get a proper response. It’s exhausting trying to fix something so basic when support doesn’t follow through, and it’s made us question staying with TPG at all. - Daniela
How other consumers TPG complaints got resolved
Cancellation Runaround: A cancellation request was stuck in loops. After a TIO complaint, TPG honoured the original cancellation date and refunded extra charges.
Overcharge: An incorrect charge was initially partially refunded. After escalating (internally then TIO) the customer received a full refund and apology.
Persistent Fault: Weeks of slow speeds were resolved within 48 hours once escalated to higher-tier engineering. The customer received a goodwill credit.
Step 1 — Supervisor / Higher Dept.: Ask frontline support to escalate to a supervisor or Customer Relations when progress stalls.
Step 2 — Email Customer Relations: Write to customer_relations@tpg.com.au with your reference number, account details, a concise history, and desired outcome.
Step 3 — Know the Internal Clocks: If you request escalation, TPG should respond or outline next steps within 5 working days (or 2 days if Urgent).
Step 4 — Ombudsman (TIO): If timelines are missed, the offer is inadequate, or you reach deadlock, lodge with the TIO (details below). This triggers an Executive Resolutions review inside TPG.
Telecommunications Industry Ombudsman (TIO) — Primary external avenue
- www.tio.com.au | 1800 062 058
Free and independent. Lodge after giving TPG a fair chance. Most cases resolve at first referral.
ACCC — misleading conduct / systemic consumer harm (reports)
ACMA — complaints handling standards, NBN guidance, spam/telemarketing
State Fair Trading / Consumer Affairs — contracts, refunds, broader consumer rights
- Find your state authority (e.g., NSW Fair Trading, Consumer Affairs Victoria).
OAIC (Privacy) — misuse of personal info
- www.oaic.gov.au | 1300 363 992
TPG Official
- Complaint Handling Policy (Support): support.tpg.com.au
- Phone (All enquiries): 13 14 23 — Tech 24/7; Billing/Account 8am–10pm AET
- Customer Relations (Escalations): customer_relations@tpg.com.au
- Online Complaint Form / My Account: via TPG Support or account portal
- Terms & Critical Info: TPG Legal (plans, cancellation rules)
Regulators & Help
- Telecommunications Industry Ombudsman: www.tio.com.au — 1800 062 058
- ACCC (Telecom consumers): www.accc.gov.au/consumers/telecommunications
- ACMA: www.acma.gov.au
- State Fair Trading / Consumer Affairs: see your state office
- OAIC (Privacy): www.oaic.gov.au — 1300 363 992
- TPG Community Forum: community.tpg.com.au
TPG Complaints FAQs
How long does TPG usually take to resolve a complaint?
TPG typically gives you a resolution proposal within 15 working days, or within 2 days if your case is classified as urgent. These timeframes help you know what to expect and when to push for updates. If TPG can’t meet the estimate, they must explain why and give you a new timeline. You can request updates anytime using your complaint reference number to stay in control of the process.
What counts as an “urgent complaint” with TPG?
A complaint may be considered urgent if you have no service with significant impact or if you’re experiencing financial hardship. Urgent cases get priority handling and faster turnaround times. If you believe your situation meets these criteria, ask TPG to assess it as urgent when you submit your complaint. This can significantly speed up both investigation and resolution.
How can I make sure TPG actually logs my complaint formally?
The easiest way to confirm your complaint is formally logged is to ask for your reference number immediately. By phone you get it on the spot; by email or online form you receive it in writing within one to two working days. Keeping this number is essential because it proves your complaint is registered and lets you chase updates, escalate internally, or go to the TIO if needed.
When should I escalate a TPG complaint to the TIO?
You can go to the Telecommunications Industry Ombudsman if TPG misses key timelines, doesn’t respond to escalations, or gives an inadequate resolution. The TIO is free and independent, and most cases settle quickly once referred. Make sure you’ve given TPG a fair chance and have your reference number ready, as this shows you’ve followed the proper steps before escalating.
You’ve done your part, now it’s time to hold TPG accountable.
Take the final step and submit a complaint that gets seen and responded to.