---
title: "Make a complaint"
description: "Tell us what's gone wrong. We record, escalate and resolve every complaint under our Complaints Handling Policy and keep you informed at every step."
url: "https://dev.www.lightningip.com.au/complaint"
canonical: "https://dev.www.lightningip.com.au/complaint"
updated: "2026-09-06"
---

# Make a complaint

Tell us what's gone wrong. We record, escalate and resolve every complaint under our Complaints Handling Policy and keep you informed at every step.

## 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 first](https://dev.www.lightningip.com.au/contact)
- [Lodge a complaint](https://dev.www.lightningip.com.au/complaint#complaint-form)

## 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.

## Before lodging a complaint

- **Contact Support** — Best for urgent technical issues or billing questions.
- **Live chat** — Good for quick questions or account help.
- **Help Centre and FAQs** — Answers to common questions about plans, billing, and setup.

## 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.

## Common issues that might be resolved faster

- **[Moving home](https://dev.www.lightningip.com.au/help/moving-home)** — Transfer your service to your new address.
- **[No Internet](https://dev.www.lightningip.com.au/help/internet/no-internet-connection-troubleshooting)** — Troubleshoot connection problems.
- **[Check outages](https://dev.www.lightningip.com.au/outages)** — See if there's a network issue in your area.
- **[Getting started](https://dev.www.lightningip.com.au/help/internet/setting-up-your-modem-router-first-time)** — Set up your modem or router.
- **[Speed test](https://dev.www.lightningip.com.au/help/internet/run-an-accurate-speed-test)** — Check your internet performance.
- **[Billing and account](https://dev.www.lightningip.com.au/help/billing)** — Manage payments and account details.

- [Visit Help Centre and FAQ](https://dev.www.lightningip.com.au/help)

## Frequently asked questions

### Do I need to contact support before lodging a complaint?

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

### What should I include in my complaint?

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.

### How will I know my complaint has been received?

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.

### What if my issue is urgent?

Call us on [1300 994 884](tel:1300994884) rather than using the form. Urgent faults, outages and service-affecting problems are handled fastest by our support team directly.

### Where can I read the full complaints policy?

Our [Complaints Handling Policy](/terms-and-policies/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.