• Cancelling your mobile or phone service
• More information
• How much will it cost to close my account?
• How will I be charged on my final invoice?
• Once my account is closed, how can I get my invoice?
• Once my account is closed, will I be able to access My Account?
• Can I close an account if I’m not the account holder?

Cancelling your mobile or phone service

Before cancelling your mobile or phone service, please call us on 1300 993 019. We can help check if there's a better plan for your needs, resolve any service issues, and confirm if any costs or credits apply to a cancellation.

Important: If you want to move your phone number to another provider, you must contact your new provider and organise the transfer before you cancel because a cancelled number can't be transferred. You can only do this if the account holder of the phone service with TPG and your new provider are the same person.

Need your TPG account number? You'll find it on your TPG invoice or in My Account.

 

More information

How much will it cost to close my account?

If you cancel your service or change providers before your service contract is complete, you may incur a contract break fee. We can tell you if a contract break fee applies when you call us, or you can look up the fee in the Service Description and Terms for your service.

 

How will I be charged on my final invoice?

After your service is disconnected, your final invoice will be emailed to the account holder shortly before the end of your billing period, around the same time each month as all of your previous TPG invoices. If you don’t get your final invoice, give us a call on 13 14 23.

Please note that if you choose to cancel your service, the monthly charge for your current billing cycle will not be refunded.

If any charges are due on your final invoice, such as a contract break fee, they can be paid in the same way you usually pay your TPG invoices.

 

Once my account is closed, how can I get my invoice?

You won’t be able to get your invoices through My Account after your TPG account is cancelled. You can download your TPG invoice from the email sent to the account holder for up to 90 days after the email was sent.

 

Once my account is closed, will I be able to access My Account?

No, you won’t be able to access My Account.

 

Can I close an account if I’m not the account holder?

Only the account holder may close an account, unless you have Power of Attorney and want to act on behalf of the account holder. Learn more.

• How to make a complaint
• We’re here to help
• What happens when we get your complaint
• How your complaint will be escalated
• Urgent Complaints
• Ways you can monitor your complaint
• When a complaint is resolved
• Further options for external dispute resolution
• Print a copy of this policy
• Whistleblower Policy

How to make a complaint

You can contact us to make a complaint using one of these methods:

Tech Support for help with your TPG services

• Phone: 13 14 23
• Email: helpdesk@tpg.com.au
• Open hours: 8am - 10pm, Mon-Fri; 9am - 9pm, Weekends & Public Holidays (AET)

Customer Service for help with your TPG account and billing

• Phone: 13 14 23
• Email: customer_service@tpg.com.au
• Open hours: 8am - 8pm, Mon-Fri; 9am - 6pm, Weekends & Public Holidays (AET)

If your complaint isn’t resolved by Tech Support or Customer Service, you can ask to be referred to Customer Relations or email them directly.

Customer Relations

• Email: customer_relations@tpg.com.au
• Open hours: 9am – 5:30pm, 7 days (AET)

Don’t have access to phone or email? Complaints can also be mailed to PO BOX 2580, Kingston Delivery Centre, Kingston, TAS 7050.

Please note: Make sure you include your current contact details – if we can’t reach you over phone or email with the details we have on file, we’ll have to contact you in writing. You’ll have 10 business days to respond before your complaint will be closed.

 

We’re here to help

Please let us know if you need help understanding this process or help making or progressing a complaint.

You may nominate an authorised representative or advocate to make a complaint and deal with us on your behalf. To protect your privacy, you must give us your permission (over the phone or in writing) to speak with your authorised representative or advocate about your complaint.

If English isn’t your first language, you may use language interpreter services to contact us instead of nominating an authorised representative or advocate. Please note you may incur fees from any third-party services you hire to help you.

Do you have a hearing or speech impairment? You can contact us through the National Relay Service.

If you have other special needs, please let us know and we’ll help you where we can.

If you are suffering financial hardship, our Financial Hardship Policy will explain how we can help you.

 

What happens when we get your complaint

We’ll acknowledge your complaint and give you a reference number immediately, if you contacted us by phone. If you contacted us by any other means, we’ll give you a reference number within 2 business days for general complaints, or within 1 business day for Urgent Complaints.

If you believe your complain is urgent, see Urgent Complaints.

We’ll aim to investigate your complaint and give you written confirmation of the proposed resolution within 5 business days, or within 15 business days if the complaint involves complex matters. If you have an Urgent Complaint, we will aim to do this within 2 business days.

Note: If your complaint is about alleged billing errors, we’ll resolve your complaint before the end of your next billing cycle.

Your written confirmation of the proposed resolution will include the date the resolution was implemented, if accepted. You may request this written confirmation at any time, and we’ll provide it within 5 business days.

If we reasonably believe that you’re your complaint will take longer than these timeframes, we’ll contact you directly to discuss the reasons for the delay and advise a new timeframe. If the delay is expected to be longer than 10 working days, we’ll advise your options for external dispute resolution such as the TIO. If a complaint is indicative of broader problem or systemic issue, we’ll seek to resolve its main cause.

Complaints will be classified into one of the following categories:

• Billing - for complaints about any fees or charges on your invoice, including international roaming and excess usage.
• Customer Service - for complaints about the service you receive from us, including incorrect information, lack of ownership, failure to escalate, no callback and call wait times.
• Faulty Service - for complaints about faulty services including delays, process disputes, and services not cancelled.
• Provisioning - for complaints about the connection, relocation or delivery of services, including hardware, infrastructure, delays and missed appointments.
• Speed - for complaints about speed issues and congestion.

 

How your complaint will be escalated

If your complaint isn’t resolved the first time, it will be escalated to a supervisor or team manager. If they can’t help, Customer Relations will take over management of your complaint.

If you’re not happy with the progress or proposed resolution of your complaint, you can ask for your complaint to be escalated at any time. You can also ask about your options for external dispute resolution.

If you tell us that you’re not happy with the response times for handling your complaint, we’ll explain our escalation processes and advise your options for external dispute resolution (such as the TIO) within 5 working days.

 

Urgent Complaints

Please tell us if your complaint is urgent. A complaint is considered Urgent if:

• You’ve asked to be assessed (or have been approved) for financial hardship assistance and the nature of your complaint will worsen that hardship;
• disconnection of your service is imminent or has already occurred and due process was not followed; or
• your complaint is about a service or situation that is dangerous to you or others.

For more info about financial hardship assistance, see our Financial Hardship Policy.

We don’t offer Priority Assistance or support for medi-alert services and monitored alarm systems. Priority Assistance is offered by Telstra for people who may rely on a telephone service because of a serious medical condition. If you have a medi-alert or Priority Assistance service or believe that you are eligible, please consider this before ordering TPG services.

For the timeframes that apply to Urgent Complaints, see What happens when we get your complaint.

If your complaint isn’t considered urgent based on the above criteria and you reasonably believe it should be, please let us know. We’ll explain our escalation processes and advise your options for external dispute resolution (such as the TIO) within 2 working days.

 

Ways you can monitor your complaint

We’ll keep you updated about your complaint and if there’s a delay, we’ll give you a timeframe for resolution as soon as practical. You can also ask us for an update at any time by calling or emailing us with your reference number.

If your complaint has been escalated to Customer Relations, they’ll also give you their direct contact details.

 

When a complaint is resolved

We’ll confirm the outcome of your complaint over the phone or in writing (email) as soon as possible. Please tell us how you’d like us to contact you when you make your complaint. If you ask for written confirmation of the resolution, we’ll send it to you within 5 business days.

We can’t go ahead with any proposed resolution until you’ve accepted it. Once you’ve accepted a resolution, we’ll take all reasonable actions to implement it within 10 business days (or within 2 business days for Urgent Complaints), unless you’ve agreed to another timeframe. The resolution may be delayed if it needs you to complete an action that you haven’t done yet.

We won’t close your complaint without your consent, unless your complaint has already been escalated within TPG and:

• you’ve told us that you’re not happy with the progress or resolution of your complaint and we’ve told you about your options for external dispute resolution such as the TIO; or
• we’ve been unable to contact you for more than 10 business days after trying to contact you in writing; or
• we reasonably believe that your complaint or behaviour is frivolous or vexatious and within 5 business days of reaching this view, we’ve told you that we won’t deal with your complaint (and why) and explained your options for external dispute resolution. If you ask for written confirmation of this view, we’ll send it to you within 5 business days.

 

Further options for external dispute resolution

Most complaints can be handled by us with a fair and efficient outcome for everyone involved.
 
If you’ve given us an opportunity to resolve your complaint but remain dissatisfied after it has been escalated within TPG, you can seek advice from the external organisations listed below. Additionally, you may refer your complaint to the Telecommunications Industry Ombudsman (TIO) for dispute resolution at no cost.
 
To find out more about how the TIO can assist you, you can visit the TIO's webpage 'What we can help with' or contact the TIO:

• Phone - 1800 062 058
• Online - 'Online complaint form' webpage
• Email - tio@tio.com.au
• Post - PO Box 276, Collins Street West, VIC 8007
• Fax - 1800 630 614
• Access using a language interpreter, Auslan interpreter or the National Relay Service - 'Interpreters and accessibility' webpage."

The following organisations are also available to help:

• Office of the Australian Information Commissioner (OAIC): Privacy complaints PH: 1300 363 992
• Australian Competition and Consumer Commission (ScamWatch): Scam complaints (online form available through the link)
• Australian Financial Complaints Authority: Sold debt payment and insurance disputes PH: 1800 931 678
• eSafety Commissioner: Online Safety complaints

Need this information in another language? Please ask for a referral to our Customer Relations team.

 

Print a copy of this policy

You can download and print our Complaint Handling Policy Print PDF for your own records.

To view PDF files, install Adobe Reader on your computer, tablet or phone.

 

Whistleblower Policy

At TPG, we’re strongly committed to fostering a culture where you feel safe to speak up about matters that concern you or if you suspect something is not right. Our whistleblowing program encourages and provides an avenue for all employees, suppliers and business partners to act if you have concerns about illegal, unethical or improper conduct.

Read through our Whistleblower Policy for more information.

• How to log in to My Account
• What you can do in My Account
• Manage your TPG account
• Manage your TPG Phone service
• Manage your TPG internet and other services
• Log out

How to log in to My Account

1. Go to My Account at: https://www.tpg.com.au/myaccount - or just hit the My Account button on the TPG website.

2. Log in with the username and password for your TPG account. You'll find your username on emails from us about your TPG order, or your TPG invoice.
   
   Forgotten your TPG password? You can reset it at: https://tpg.com.au/password.

3. A one-time passcode will be sent to the mobile number listed in your account’s contact details - just enter this passcode to finish logging in.
   
   If you can't log in or get your one-time passcode, please contact us. We can help you access your TPG account after an ID check.

 

What you can do in My Account

Manage your TPG account

My Account gives you the following options to keep your TPG account information up-to-date:

• Update Contact & Payment Details - Update your contact details or payment details.
• Plan & Contract Details - Check you TPG plan and contract.
• Check your Current Balance - See if there's an amount owing on your TPG account or make a payment.
• Check your Account Usage - Check your internet usage (not available for unlimited data plans).
• Change Your Password - Change the password you use to log into your TPG account.
• Your Invoices - Get a copy of any of your TPG invoices.
• Your Account Statement - Check your TPG account statement for the last 3 months.
• Your Account Statement Current Financial Year - Check your TPG account statement for the current financial year.
• Your Account Statement Last Financial Year - Check your TPG account statement for the last financial year.
• Cancel your service - Request to cancel your TPG service.

 

Manage your TPG Phone service

If you have a TPG Phone service, you can use My Account to:

• Check your call history
• Change your home phone number
• Top up your phone prepayment
• Turn phone features such as Call Waiting on or off

 

Manage your TPG internet and other services

If you have a TPG internet service, you can use My Account to:

• Change your internet plan
• Move your internet service to a new address
• Check the status of your internet order
• Switch to Home Wireless Broadband (if available)

If you have any TPG hosting services, you'll also see options to manage these services. Learn more.

 

Log out

The logout button is in the top right-hand corner of the screen. It's important that you log out once you're done if you're using a public computer, like the ones at libraries, or any device that you share with another person.

• Your TPG billing period
• How to check your billing period date
• All TPG services are prepaid
• What happens if you change your TPG plan
• What happens if you cancel your TPG service
• How to update your payment details
• Credits
• Refunds

Your TPG billing period

When your first TPG service is activated, that date will be the start of your billing period.

Your monthly plan will renew around that same date each month.

 

How to check your billing period date

 

1. Log into My Account and hit Check Your Account Usage.

   

2. Under Current Billing Period Ends, you'll see the date your current billing period ends.

 

All TPG services are prepaid

A prepayment for one month's plan fees is taken when your order a TPG service.

Your recurring plan fees are paid one month in advance. Payment is taken 7 days before your next billing period begins - this means there's enough time to fix a failed payment, if it happens.

For more info, check out the the Billing Policy in our Service Description and Terms.

 

What happens if you change your TPG plan

If you change your TPG plan, your new plan will take effect at the start of your next billing period. This means your billing period doesn't change and you don't have to worry about invoice alignments or partial monthly fees.

 

What happens if you cancel your TPG service

If you still have other TPG services on your account, any plan fees paid in advanced for your cancelled service will be applied as a credit on your TPG account, to be used towards future invoices.

If you're closing your TPG account and have no other TPG services, any remaining credit after your final invoice can be refunded back to your nominated bank account or credit card.

 

How to update your payment details

Check out Update your Payment Details in My Account.

 

Credits

A credit is an amount of money added to your TPG account, usually to correct a billing error or to cover downtime during a service fault.

Credits stay on your TPG account until they're used towards charges on your next TPG invoice. For example, if your TPG account had a credit of $50 and your next TPG invoice was due for $59.99, you'd only have to pay $9.99 after the credit is used.

 

Refunds

A refund is when a credit on your TPG account is returned to your nominated bank account or credit card. You can ask for a credit on your TPG account to be refunded by calling us on 13 14 23.

If you close your TPG account and your final invoice is in credit, the credit will be refunded.

• Update your credit card details
• Update your Direct Debit details
• Can I use a gift card as my payment details?

Update your credit card details

1. Log into My Account and hit Update Contact & Payment Details.
   Never used My Account before? Check out An Introduction to My Account.

   

2. Select Update/Enter Credit Card Details.

   

3. Fill out the required details and hit Update Details Now to finish.
   
   You’ll need to enter your Card Holder's Name, Card Number, Expiry Date and Verification Code (CVC). Any surcharges that apply will be shown on screen. You'll also need to agree to the payment terms.

   

 

Update your Direct Debit details

 

1. Log into My Account and hit Update Contact & Payment Details.
   Never used My Account before? Check out An Introduction to My Account.

   

2. Hit Update/Enter Direct Debit Details.

   

3. Fill out the required details and hit Update Details Now to finish.
   
   You’ll need to enter your Bank Name, BSB, Brand Name, Account Holder Name, and Account Number. You'll also need to agree to the Direct Debit Service Agreement and the payment terms.

   

Can I use a gift card as my payment details?

Sorry, but your payment details must use an Authorised Deposit-taking Institution (ADI). Gift cards such as Visa Debit gift cards aren’t considered ADIs, so they can’t be used as your TPG payment details.