At Australia Broadband, we are committed to handling any complaints about our services in an objective, efficient and fair manner. If you are dissatisfied about any aspect of our services, you have the right to make a complaint to us. We will handle your complaint in accordance with this policy
How do I make a complaint?
To make a complaint, you can contact us in any one of the following ways:
By letter to:
Customer Relations Team
PO BOX 310 Chirnside Park VIC 3116
On our website at:
1300 023 354
9am – 12am Monday to Friday
If you have hearing difficulties, please contact us in writing. If English is not your first language we will try to assign a Customer Service representative who speaks your language. If you are disadvantaged, we can help you to formulate a complaint, or you may assign a family member, friend or other person as an advocate or authorized
representative on your customer account, and that person may lodge a complaint on your behalf.
What happens next?
Once you have contacted us, we will do everything possible to answer your question or provide a suitable solution while you are on the phone. We will give you a unique identification number so you can track your complaint and you can contact us at any stage to check on the status of your complaint. We will not implement a proposed resolution to your complaint until we have discussed it with you and you accept it.
If we can’t resolve your complaint, or you’re not happy with the answer we provide, you can escalate your complaint to a Customer Service Team Leader. If you are still unsatisfied with the result, you can escalate your complaint to a Customer Relations Manager. We will investigate your complaint and respond in writing or by phone.
How soon do we acknowledgement and respond to complaints?
When we receive a complaint over the telephone, we acknowledge it as a complaint immediately. If we receive a complaint as a recorded message, we call you back within one working day. When we receive a complaint in writing, we acknowledge it within two working days.
We immediately escalate urgent complaints to a Customer Service Team Leader, who takes personal responsibility for resolving the urgent aspects of the complaint within two working days.
What is the Telecommunications Industry Ombudsman?
In the unlikely event that we cannot resolve your complaint to your satisfaction, you then have the option to forward your complaint to the Telecommunications Industry Ombudsman (TIO).
The contact details for the TIO are as follows:
Phone: 1800 062 058