Consumer Rights

NICTA works to make sure you get fair, reliable mobile, internet, and other digital services. Your rights come from the National Information and Communications Technology Act 2009 and Consumer Protection Rules. Here’s what that means for you in simple terms.

Your Key Rights

• Fair and Clear Billing No surprise charges or unfair prices. Providers must explain costs upfront. Example: If your bill suddenly increases without warning, you can question it and get it fixed.
• Reliable Service Expect consistent quality—like good call signal, steady internet speed, and safe networks. NICTA checks this for you.
• No Discrimination Everyone gets equal access to services, including people with disabilities. Providers must treat all customers fairly.
• Honest Information Clear, truthful details about plans, contracts, and advertising—no misleading promises.
• Easy Complaint Handling Providers must listen and try to fix issues. If they don’t, escalate to NICTA—we handle it fairly and transparently.
• Data Privacy and Safety Your personal information is protected. Report suspicious activity or security problems.
• Remedies When Things Go Wrong Get refunds, corrections, or other fixes for faults or poor service—no unnecessary hassle.

What NICTA Does We enforce these rights, investigate issues, and guide providers to improve. Your feedback helps make services better for everyone.

Next Step

Facing a problem? See our full complaints process on the Consumer Complaints page. Download the Guideline PDF for complete details: