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Complaints Handling at Twilio (Australian Consumers)

Twilio strives to serve all of our customers, so that you can build the products and services that you aspire to. We always aim to resolve issues before they reach a formal complaint stage. However, we understand it doesn’t always play out like this despite our good intent and efforts, and we are here to support you then, too. 

If you are an Australian Consumer and have a complaint about Twilio or its products and services, you can, at any time, use the following contact methods, to raise your matter with us: 

Level 19, 2 Market Street, 

Sydney, New South Wales, 

Australia, 2000


If you would like to nominate or appoint another person (i.e. an Advocate/Authorised Representative) to communicate with us or make or handle a complaint on your behalf, Twilio can assist you with that nomination or appointment. 

Please let us know (at the time that you raise your complaint, or at any time during the handling of your complaint) that you have this intention, and we can guide you about the applicable process for that. 

We like to make every attempt to resolve any issue you may have but you can contact the Telecommunications Industry Ombudsman (TIO) (by phone on 1800 062 058, or by visiting  tio.com.au/about-us/contact-us), if you'd like an independent investigation.

If you would like to refer to a full copy of Twilio’s Complaints Handling Policy, it is accessible here.

 

Payments Assistance/Financial Hardship 

If you are an Australian Consumer experiencing financial hardship, and want to apply for payments assistance with respect to your payment obligations to Twilio, please refer to Twilio’s Payment Assistance Policy Summary, and/or the full Policy.


Consumer Protection 

Twilio is committed to fulfilling its obligations to its Australian Consumers in accordance with the Telecommunication Consumer Protections Code (TCP).  For more information on the TCP, you may refer to this online information Brochure: Telecommunication Consumer Protections Code  

 

Accessibility and accommodations  

If you require Twilio to make accommodations in the handling of any matter based on language issues, disadvantage, disability, or any other special needs, please let us know how we can best assist. 

The Translating and Interpreting Service (“TIS”) is also available to help Twilio communicate with you, if you have a culturally and linguistically diverse background. TIS offers 160 different languages and are available for immediate and pre-booked phone or on-site conversations. You can contact TIS on 131 450, or, you may request that Twilio contact the TIS on your behalf. 

If you have a hearing or speech impairment and need special assistance to communicate with us, you can use the National Relay Service at:

 
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