A complaint must first be made to the firm that provides your telecommunications services. Every telecommunications services firm must have a fair and clear complaints and dispute resolution process for users. The firm that you use for your telecommunications services must publish on its website its user complaints and dispute process, including what remedies you are entitled to (including refunds and compensation) where appropriate.
If you believe that your firm is not meeting the obligations set out above, you may contact the TRA and explain why (see how to contact us).