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Complaints

Get help, make a complaint and understand the complaints process. You can also find answers to frequently asked questions in Help and Support.

If the articles above do not assist or you’d prefer to speak to someone, we’re here to help.

Make a complaint

If you’ve spoken to our team and still need more support, get in touch with our complaints specialists.

Electricity and gas

Internet and mobile

If you signed up after 1 July or you’ve been transferred to the new telco experience1

If you signed up before 1 July and have not been transferred to the new telco experience1

Or fill out our Complaints form.

How we handle complaints

You’re important to us, and when things occasionally go wrong, we want to make it right. Most matters are resolved in a few days, but some cases may be more complex or need more time because of factors outside of our control.

We will:

  • focus on resolving issues quickly, fairly and collaboratively
  • treat your complaint as private and confidential
  • keep you informed every step of the way
  • treat you with respect and ask the same in return.

Find more information in our:

Further support

Most issues can be resolved through our complaints process. We ask that you give us the opportunity to explore all reasonable avenues to resolve your complaint.

If you’re not satisfied with our complaints process, you can get free advice and assistance from your state’s Energy and Water Ombudsman (PDF) or the Telecommunications Industry Ombudsman.

1You will have received communications if you've been transferred to the new telco experience (provided by Aussie Broadband Telco Services).

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