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We're here to listen and make things right

If something hasn't gone as expected, we want to know. We'll review your complaint carefully, keep you informed, and work toward a fair resolution as quickly as possible.

Contact us firstLodge a complaint
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What is a complaint?

A complaint is when you tell us you're unhappy with a product, service, staff interaction, billing issue, or the way we've handled something. It gives us the chance to investigate the problem and work toward a resolution.

Examples of complaints

Billing disputes, unresolved faults, service delays, poor customer service, or communication issues.

Before lodging a complaint

Please contact us first if you can.

Many issues can be resolved straight away by our support team — especially things like outages, no internet, billing questions, or setup problems. This is often the fastest way to get help.

Help Centre and FAQs

Answers to common questions about plans, billing, and setup.

Browse help articles
Man checking his phone

How our complaint process works

We aim to make the process clear, respectful, and easy to follow.

  1. You lodge your complaint

    Use the form below and tell us what happened, when it happened, and what outcome you're seeking.

  2. We acknowledge it

    We'll confirm we've received your complaint and let you know what happens next.

  3. We investigate

    Our team reviews the issue, gathers the relevant details, and contacts you if we need more information.

  4. We work toward a resolution

    We'll explain the outcome clearly and what steps will be taken to resolve the issue.

Quick Help

Common issues that might be resolved faster

Visit Help Centre and FAQ

Moving home

Transfer your service to your new address.

No Internet

Troubleshoot connection problems.

Check outages

See if there's a network issue in your area.

Getting started

Set up your modem or router.

Speed test

Check your internet performance.

Billing and account

Manage payments and account details.

Lodge a complaint

If you've already spoken with us or your issue remains unresolved, complete the form below and our team will review it.

Share your experience

What does your complaint relate to
What services are you experiencing issues with?

Your information

Best time to call
How should we reach you?
Have you contacted us already?

We value your privacy. Take a moment to check out our privacy policy to understand how we safeguard your information. By submitting, you consent to our Privacy Policy and Terms and Conditions . Further information on how we handle complaints can be found in our Complaints Policy .

Frequently asked questions

We strongly recommend it. Many issues can be fixed immediately without going through the complaints process.

Tell us what happened and when, which service it affects, anything you've already tried or been told, and the outcome you're seeking. If you have an account number, reference numbers from earlier contact, or screenshots, include those too - they help us investigate faster.

You'll see a reference number as soon as you submit the form, and we'll confirm in writing that we've received your complaint and let you know what happens next.

Call us on 1300 994 884 rather than using the form. Urgent faults, outages and service-affecting problems are handled fastest by our support team directly.

Our Complaints Handling Policy sets out how we record, escalate and resolve complaints, our response timeframes, and how to escalate to the Telecommunications Industry Ombudsman if you're not satisfied with the outcome.