Do you use the Translating and Interpreting Service (TIS)? It says on your website here https://www.tpg.com.au/content/accessibility that TIS is available to people who cannot speak English.
Someone I know tried calling TPG using the TIS and was told that TPG does not accept translating services. How is this possible? How do you expect people to use your services? It's tricky enough navigating this whole process while not speaking English, and then to be told that TIS isn't something you use makes this experience so so hard. Why would it be on your website if someone cannot use it?