Getting help to resolve a complaint
In the first instance, concerns about a carrier's use of powers and immunities should be raised with the carrier itself.
The Telecommunications Industry Ombudsman provides a free dispute resolution service for people who've raised a complaint with a carrier but can't reach a resolution.
The TIO can also assist in resolving and adjudicating some land access disputes between carriers and land owners/occupiers – particularly those that concern the installation of low-impact facilities, land inspections and facility maintenance.
ACMA is the regulator for the communications sector and can investigate complaints about carriers’ non-compliance with their obligations under the Telecommunications Code of Practice 2021, the Telecommunications (Low-impact Facilities) Determination 2018, or the Industry Code for Mobile Phone Base Station Deployment C564:2020.
Other assistance available
Before You Dig Australia (BYDA) is a free, national pre-excavation referral service.
BYDA provides an online portal where requests can be made for information about the location and owner of underground infrastructure assets on a planned project site.
Once an enquiry is submitted using the online portal, details including the location, date and type of work being carried out are sent to all infrastructure owners with registered underground assets in the vicinity of the proposed project.
The asset owners respond directly to the enquirer with information on the location of underground infrastructure assets that have the potential to be impacted by proposed work.
BYDA is a vital service to protect essential underground telecommunications infrastructure assets, and to prevent harm or injury to those working in and around those assets.
Enquiries can be submitted on the BYDA website by creating a free account.
The Australian Competition and Consumer Commission (ACCC) is responsible for the enforcement and administration of the Australian Consumer Law (ACL).
Information about how the ACL applies in practice to both consumers and service providers is available on the ACCC’s website at www.accc.gov.au.
If a consumer considers that the ACL rules have been breached, they can bring the matter to the attention of the ACCC at at www.accc.gov.au/contact-us/contact-the-accc/report-a-consumer-issue.
Contacts
Email: powersandimmunities@communications.gov.au
Post:
Telecommunications Deployment Policy
Digital Inclusion and Deployment Branch
Department of Infrastructure, Transport, Regional Development, Communications and the Arts
GPO Box 594
Canberra ACT 2601