Complaints

Get the help and support you need

Making a Complaint

Before making a complaint, make sure you have checked our knowledgebase or talked to one of our representatives to get some help with your issue, your problem may have a quick solution.

Before You Continue


Complaints have a special meaning under the Telecommunications Consumer Protection Code.

Complaints are an escalation of an existing enquiry where you have not had a satisfactory resolution, the time frame for an outcome is not being met, or you are unhappy with the process to obtain the outcome.


Complaints are investigated in a different manner to general enquiries, and may take a few weeks for resolution, for simple queries, such as reporting a fault, you are best to contact our team through our regular channels.

Make a Complaint

  • What happens when I make a complaint?

    We will acknowledge a complaint immediately if raised on the phone or via live chat. Written complaints lodged via our online complaints form will be acknowledged within two business days of receiving it and we will provide you a reference number. 


    Where possible, our consultant will attempt to resolve your complaint upon first contact. Where they have been unable to do so, your complaint will be escalated to a manager who will take over management of the complaint and resolve your complaint within 10 business days of receiving it, depending on the complexity of your complaint. 


    We will let you know any reasons for delay and a specific timeframe for resolution. We will keep you updated with the status of your complaint and you may contact us either by phone or by email with your reference number to request a status update.

  • Want your complaint investigated further?

    If our consultant is not able to resolve your concerns, we will refer your complaint to a manager. 


    We will provide you with a complaint reference number and within 48 hours your complaint will be allocated to a dedicated Customer Relations Case Manager.


    Your Case Manager will provide you with their direct contact details. After you have spoken with your Case Manager, if you are not satisfied with our review of your complaint, or with the way in which we have handled the complaint, you can ask the Telecommunications Industry Ombudsman (TIO) for assistance.

  • Want to opt out of marketing?

    If you only want to receive communications that are account related or legally required, you may request not to receive other communications (ie. you may “opt out”). If you wish to make a request to opt-out, you can do so at any time via Live Chat.