Note: The above claim is based on competitors’ mainstream rates. Some services provide per minute CAP rates which may be cheaper.
You have a right to complain, and if you do we will deal with your complaint in a fair, efficient, objective manner and through a transparent process.
We strive to solve any problems you may have during your first contact with us.
Our complaint handling process complies with the requirements of the Telecommunications Consumer Protections Code (TCP Code) and responsibility for compliance with the process lies with our Chief Executive Officer.
Free of charge:
We will not charge you for dealing with your complaint in most instances and we will never charge you without telling you first.
We may charge you to recover our costs in very specific circumstances only, i.e. we may charge you where you request information that was collected more than two years ago or where you request information that is not free of charge as per our Standard Form Customer Contract or our Critical Information Summary.
If cost recovery charges apply, we will tell you before charging you (and you may of course choose not to pay and discontinue your complaint) and we will inform you about your options for external dispute resolution, e.g. the Telecommunications Industry Ombudsman (TIO).
How to make a complaint
If you wish to complain, please contact us:
Customers can contact Customer Service anytime in Australia on 1300 746634. The call is either answered or there is provision to leave a message. Customers can also contact 1800 PhoneHome using our online form:
The 1800 PhoneHome website also includes a list of answers to frequently asked questions (FAQs): 1800PhoneHome.com.au/faq.html If you are calling us from a landline, your call is billed at a local rate. Note that calling us from a mobile may be more expensive. We will help you formulating, lodging and progressing your complaint if you request this. Of course you can appoint an authorised representative or advocate to make a complaint on your behalf. For help with how to appoint an authorised representative, please go to:
Occasionally it may take longer than 15 working days to investigate your problem and in this case we will explain why and give you a new expected timeframe.
If the delay is more than 10 working days (and is not the result of a Mass Service Disruption) we will also inform you about your options for external dispute resolution such as the TIO.
We will implement all actions required to fix your problem within 10 working days unless you agreed otherwise or unless you have not done something that we needed you to do and we cannot proceed because of this.
In this case we will agree with you on how to address the issue and implement all required actions to fix the issue within 2 working days. If there is a delay, we will explain why, provide you with a new expected timeframe and if it is a longer delay also inform you about your options for external dispute resolution such as the TIO.
You can contact the TIO as follows:
The services of the TIO are free of charge.