Welcome to the Internet Assistance Program self-help website.

A Commonwealth Government Inquiry in 2000 found that a small, but significant number of customers, particularly in rural and remote areas, are either unable to access the Internet or experience slow Internet speeds. This initiative is in response to this Telecommunications Service Inquiry into the telecommunications needs of rural and regional Australia.

The Internet Assistance Program addresses these issues by providing access to a range of help services to solve Internet problems and assist customers who have fixed line access with Telstra, not mobile services, to achieve a minimum equivalent throughput of 19.2 kilobits per second, no matter where they live or carry out their business within Australia.

The program is competitively neutral and is available to residential and business customers (with a maximum of two lines) of any Internet Service Provider (ISP).

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The Internet Assistance Program Self Help Website will allow you to test your connection to the Internet against the Program's benchmark of 19.2kbps.

If your current Internet access achieves a minimal equivalent throughput of 19.2kbps or less, this website will also provide the following helpful tips that may improve your access:

• Configure your modem with the correct Initialisation String.
• Unplug other equipment connected to your telephone line.
• Turn off Call Waiting.
• House wiring and extension leads.
• Electric fence interference.
• More detailed technical information.
• Download our handy Modem Help Pack.

Complaints can be sent by e-mail to Telstra or registered with a Telstra Customer Services Centre. The Telstra Customer Service Centre can be contacted on 13 2200 for residential services or 13 2000 for small business services. If the complaint is not resolved at this level the Customer Referral Centre can be contacted on Freecall 1800 011 333 (voice) and 1800 808 981 (TTY).

If the complaint is not resolved to the consumer's satisfaction by Telstra, they may take the complaint to the Telecommunications Industry Ombudsman (TIO).

Telecommunications Industry Ombudsman (TIO)

The TIO is an independent office that investigates complaints from residential and small business consumers who have been unable to resolve their problems directly with their telecommunications service provider. Since 1997 the TIO has had the authority to investigate complaints about internet access services.

The TIO has jurisdiction to investigate complaints including internet security, access problems, service contracts and faults, and provision of services which will include the IAP service. The TIO does not have jurisdiction to investigate disputes between ISPs and other members of the telecommunications industry.

The TIO is an office of last resort and before lodging a complaint the consumer must try to sort out the issue with their carrier or service provider giving a reasonable opportunity for them to address the complaint. The TIO may be contacted on Freecall 1800 062 058 or a complaint may be lodged online on http://www.tio.com.au. The office is located in Melbourne.