Complain About Foxtel - File a Complaint Today

Best ways to complain to Foxtel

Immediate to an hour, but honestly, it often feels like an eternity.

• Call during off-peak hours (like mid-morning on a weekday) to avoid the worst queues.
• Use their online chat. You can multitask while you wait for a response.
• Have your account number, a summary of the issue, and any relevant dates ready before you contact them.

If Foxtel ignores you or gives you an unsatisfactory resolution, don't just give up. Your next step is to escalate it externally. Since Foxtel is an Australian company, the primary body to contact is the Telecommunications Industry Ombudsman (TIO). The TIO is a free and independent service that helps resolve complaints about phone and internet services. You must give Foxtel a fair chance to resolve the issue first before the TIO will step in. The TIO process works, but prepare to wait. Foxtel is required to respond once a TIO complaint is filed, so it's a powerful tool to get their attention when all else fails.

Subject: Formal Complaint: Unresolved Billing Issue on Account [[Account #]]

To Whom It May Concern,

I am writing again to resolve an ongoing issue with my account. This is my third attempt to get help with an incorrect charge, and my patience is wearing thin.

On [[Date]], I was charged [[$Amount]] for a service I had already cancelled. I contacted customer support on [[Date of first contact]] and was assured it would be handled, but the charge remains. Frankly, having to chase this down and spend my time correcting your company's error has been incredibly frustrating.

To resolve this, I need you to issue a full refund of [[$Amount]] to my account immediately. I also require written confirmation that the issue has been fixed and my subscription is confirmed as cancelled.

If I do not receive a satisfactory response and confirmation of the refund within 5 business days, my next step will be to file a formal complaint with the Telecommunications Industry Ombudsman (TIO).

Thank you for your prompt attention to this matter.

[[Your Name]]

• Ask for a reference number. At the start of every call or chat, ask for an interaction or reference number. If you get disconnected or passed to someone else, it's your only proof.
• Mention the TIO. Casually dropping "My next step is the TIO" during a call can sometimes magically unlock a more helpful level of support.
• Go public. Post your complaint on their Facebook page or tag them on X (Twitter). A user on Reddit mentioned they got a call back from a senior manager within an hour of posting a detailed complaint publicly. No joke.

Tired of the hold music on Foxtel's support line? Or sending emails into a black hole and getting nothing back? Sound familiar? It's exhausting trying to get a straight answer. Pine AI can handle the persistent follow-ups for you. We send the emails, deal with the automated responses, and keep pushing until your complaint is actually heard. No more wasting your lunch break on hold or re-explaining your issue for the fifth time. It just gets it done.