Lodge a complaint

It is your right to lodge a complaint and this feedback helps us to continually improve our services for you and other customers. Our Complaints Handling Policy outlines the way we handle complaints and our commitment to their resolution.

What is a complaint?

Contacting us to request support or report a service difficulty is not necessarily a complaint. A complaint is when you let us know that something is unsatisfactory or unacceptable. This could be an issue with our product or service, your interaction with us or even the way we have handled an enquiry or complaint itself.

Resolving your complaint

We’ll get back to you within 2 working days and aim to resolve all complaints within 10 working days. If we need more time to resolve your issue, we’ll get in touch with you as soon possible.

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If your issue is urgent (including where you are experiencing financial hardship or your service is to be, or has been, disconnected in error), or if you would prefer to talk with us, please contact us on 1800 57 87 37.

You can read our complaints policy here: Complaints Policy (PDF 1100 KB)