About Us Complaints Process
Aussie Broadband is committed to providing fast and efficient resolution of complaints. We have a simple and easy to follow process that allows you to do this. Our process is designed to encourage the fast resolution of your complaint at the first point of contact. You can expect that our customer service team will do everything possible to resolve your complaint in the first instance.
If, at any point, you feel you have a legitimate dispute arising from your interaction with us, that you believe will not be resolved with the staff member you are dealing with, please ask the staff member to redirect the call to their manager.
Step 1: Initial Contact
A Customer Service Team Member has the ability to resolve complex issues and first level complaints and can make fair and reasonable customer service decisions. The customer service team may also refer your complaint to our Network Support and Network Operations teams if necessary.
Our customer service team can be contacted on 1300 880 905, 8am to 8:30pm Monday to Friday and 10am to 4pm weekends and public holidays. You can also email us here. Please include your full name, address, contact phone number and service details in your email.
Step 2: Referral to the Customer Service Manager
The Customer Service Manager (or alternative if not available):
- Ensures that you have their full name and contact details;
- Can call back at a convenient time, if required; and
- Offers overall accountability for the outcome of your complaint.
The Customer Service Manager will work with various teams and will manage your complaint through to its resolution.
Step 3: Independent Review
Aussie Broadband provides a process for independent review by the Managing Director, who:
- Is responsible for TIO referrals;
- Is responsible for process improvement and analysis of root cause information;
- Provides a fresh perspective, offering a ‘neutral view’ of your complaint; and
- Will utilise Telecommunications Industry Ombudsman (TIO) position statements and Communications Alliance ACIF Codes of Practice as a basis for their evaluation.
After reviewing your case, the Managing Director will provide a fair and reasonable outcome to your complaint.
Step 4: Additional Options
If you remain unsatisfied with the outcome of this complaint, you may refer the matter to the Telecommunications Industry Ombudsman (TIO) for independent advice. The TIO will, in most cases, initially refer you to the Managing Director to endeavour to resolve the issue. If the outcome is unsuccessful, the TIO will mediate between yourself and Aussie Broadband to resolve the matter.
Helpful Links:
The Telecommunications Industry Ombudsman (TIO) is the office of last resort and deals with complaints that consumers have not been able to resolve with their telephone or Internet company. Aussie Broadband asks that if you do have an issue, you make reasonable attempts to resolve it with us first, following our complaints process, before contacting the TIO.
The TIO can be contacted on 1800 062 058. Click here to go to their website.