Lodge a Complaint

We get things wrong sometimes. When we do, we want to know about it and fix it — quickly, and without a fight.

How to lodge a complaint

You can reach us any of these ways:

• Phone: 02 6049 5600
• SMS: 0435 954 799
• Online: via our Contact Us page

Tell us what happened, what you would like us to do about it, and the best way to reach you. If you are an existing customer, please include your account details so we can look into it faster.

What happens next

We aim to acknowledge your complaint within 2 business days of receiving it. Most complaints are resolved within 10 business days; more complex issues may take a little longer, and we will keep you updated on progress.

If your complaint relates to a service being suspended or disconnected, let us know as soon as possible — we will not proceed with disconnection while a genuine complaint about that action is being investigated.

Still not happy with the outcome?

If you are not satisfied with how we have handled your complaint, you can contact the Telecommunications Industry Ombudsman (TIO) for independent, free mediation.