• How can we help?
• What are your complaints handling processes?
• What do I do if my complaint is unresolved after going through the TPG process?
• Whistleblower Policy

How can we help?

You can contact us using the following contact methods to make a complaint, lodge a service outage report and enquire about a network outage.

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.

What are your complaints handling processes?

You can download our Complaint Handling Process.

For Network Outage Complaints, please download our Network Outage Complaints Handling Process.

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

What do I do if my complaint is unresolved after going through the TPG process?

If you’re unhappy with the management of your concerns, you can request that we escalate your complaint.

If we’re unable to agree on a resolution, you can contact an external organisation for support and advice, including the:

• Telecommunications Industry Ombudsman (TIO): General complaints
• Office of the Australian Information Commissioner (OAIC): Privacy complaints 
• Australian Competition and Consumer Commission (ScamWatch): Scam complaints
• Australian Financial Complaints Authority (AFCA): Sold debt payment and insurance disputes
• Australian Communications and Media Authority (ACMA): Broadcast complaints

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.