A complaint is when you tell us you’re dissatisfied with the products and services we provide. This may include how we handle your reported faults, or interactions with our staff. You have a right to complain.
“No bull” is a strong part of Aussie Broadband’s culture. We are human, and sometimes we get things wrong. However, our commitment is that when we do, we own up to our mistakes and we’re transparent with you about how we fix them. This approach includes making sure that you are making a complaint – if we’re not certain, we’ll ask.
Our main aim is to resolve all complaints immediately (although we may not always be able to do so). All our complaints handling is free of charge.
You can make a complaint to us by:
If you do not wish to handle a complaint yourself, you can nominate someone else to do it for you. If you plan to nominate someone, just let us know by contacting us (as above). We can also assist if you need help to make and/or progress your complaint.
If you are experiencing financial hardship, we also provide support via our financial hardship policy.
If accessibility is an issue, you can also use these Australian Government provides services to help make your complaint:
We are very interested in feedback on how to make our services more accessible.
When you make a complaint, we will give you a unique case number that you can quote to receive updates:
When we receive your complaint, we assess it as either standard or urgent.
Urgent complaints are when:
For complaints that we can’t resolve immediately, we will:
If we hit delays to what we have proposed, we’ll contact you as soon as possible to let you know and propose new timelines. If you are not happy with our proposals at any stage, you can go to the Telecommunications Industry Ombudsman.
We will provide regular updates to you on how your complaint is progressing but if you want to check in at any stage on how things are going, please contact us (as above).
Once your complaint has been resolved, we’ll let you know. We will not close a complaint until you have agreed it has been resolved (unless there are special circumstances – see “attempts to make contact” and “frivolous or vexatious complaints” below).
If you wish to close your complaint at any time, please contact us (as above).
You can ask us to escalate your complaint if you’re not satisfied with what we are doing, or you think it’s reasonable that your complaint be treated as urgent. In both instances, we will escalate your complaint to our Complaints Manager for consideration and response.
If we can’t contact you via your preferred method, we will write to you with details of our attempts and a request to contact us.
If you don’t respond within 10 working days, we will consider your complaint resolved.
Sometimes, after careful consideration, we may decide that:
If we decide this, we’ll tell you within 5 working days of making this decision, and give you the reasons behind it. We’ll also let you know about your options for external dispute resolution such as the Telecommunications Industry Ombudsman.
If at any point you are unsatisfied with our handling of your complaint, progress or outcome you can:
The Telecommunications Industry Ombudsman can be contacted by: