Consumer Affairs Victoria - Computers Phones & Internet

Unfortunately when purchasing goods, things can go wrong, but handling such a problem need not be as hard as you think. It is always best to resolve the issue with the trader first.

If you can't reach resolution with the trader yourself, you can contact us by:

completing an online enquiry or online complaint form

phoning Consumer Affairs Victoria between 9.00am and 5.00pm Monday to Friday, on: 1300 558 181

visiting between 8.30am and 5.00pm Monday to Friday,

Victorian Consumer & Business Centre

113 Exhibition Street

Melbourne, 3000

downloading and completing a complaint form, and mailing it to:

Consumer Affairs Victoria

GPO Box 123

Melbourne VIC 3001

Shopping Online
If something goes wrong when purchasing good over the Internet, start by contacting the vendor. If you cannot get satisfaction via the vendor, try the consumer affairs or fair trading agency in the state where the trader is located.

For more advice on refunds online, download our fact sheet Getting a refund on the web.

Phone & Internet Services
Telecommunications Industry Ombudsman (TIO)
The TIO deals with complaints that consumers have not been able to resolve with their telephone or internet company. The TIO is an office of last resort. This means that before contacting the TIO you must have tried to resolve your complaint with your service provider. Refer to the Telecommunications Industry Ombudsman website for information on making a complaint.

Other Resources
Consumer Affairs agencies
You can find the contact details for Australian agencies in www.consumersonline.gov.au the Commonwealth Government's one-stop site for consumer information in Australia.

If the company you are dealing with is located in Victoria, you can contact us using the contact details above.

Internationally

International Consumer Protection and Enforcement Network operates an informal dispute resolution system to assist consumers in resolving disputes arising out of cross-border transactions.
Econsumer.gov is a joint project of the IMSN and the Consumer Sentinel Network. You can check your cross border rights and responsibilities.

Australian Communications Authority
For more information about problems with your phone bill, mobile or internet see the following resources provided by the Australian Telecommunications Authority: