Twilio’s Critical Information Summaries (for its Australian Consumers) are linked below:
Twilio’s products and services are intended for business or professional use only. Twilio’s services are not intended for use by individuals for personal or domestic use.
If you want to know more about how the pricing and billing of Twilio’s services, please see:
Do you need further support? Twilio can help
Visit Help Center for our support options. Call +61 7 4519 4014 to speak to someone about your services or to obtain a copy of these Critical Information Summaries in an alternative /accessible format.
Accessibility and accommodations
If you require Twilio to make accommodations 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:
- Phone: 1800 555 660; or
- Website: https://www.accesshub.gov.au/.
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
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 Complaints
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:
- Phone: Call +61 7 4519 4014;
- Email: support@twilio.com;
- Online: Contacting Twilio Support page; or
- Mail to:
Level 19, 2 Market Street,
Sydney, New South Wales,
Australia, 2000
If you would like to refer to a full copy of Twilio’s Complaints Handling Policy, it is accessible here.