Lodge a formal complaint

Why lodge a complaint?

A complaint is where you are not satisfied with the service we have supplied and you are not satisified with the resolutions provided by our front-line support team members. Our support team are human and sometimes make mistakes, but they always endevour to provide the best possible customer service.

How to make a complaint?

You can make a complaint to us by:

  • Emailing
  • Post at PO Box 2573 Fortitude Valley BC. QLD 4006

If accessibility is an issue, the Australian Government provides services to assist you:

  • National Relay Service: 133677
  • Translating & Interpreting Service: 131450

What happens after my complaint is lodged?

Our complaints handling team will perform a detailed investigation into your complaint within 2 business days. This will be comprised of a review of the communication between the complainant and the support team and where an active internet service is involved, a detailed investigation into the connection by our network engineers.

Once this process has been completed, the complainant will receive a phone call and email from a member of our complaints team to discuss the issues identified and any appropriate resolutions to the matters.

If we are unable to contact you by phone or receive an email response within 10 business days, we will close the complaint.

What if I am unhappy with the response?

If at any point you are unsatisfied with the progress or outcome of your complaint, you can contact the Telecommunications Industry Ombudsman. If you go direct to the TIO without attempting to resolve the issue with us first, the TIO may request you contact us first.

The Telecommunications Industry Ombudsman can be contacted by:

Phone: 1800 062 058

Fax: 1800 630 614