Complaint Handling Process
If you make a complaint about our products, services, staff or procedures, we aim to deliver a resolution within 10 to 15 business days, or 2 business days where the complaint is urgent.
A complaint is urgent when:
- You are being assessed or have been approved for financial hardship assistance and you believe your issue directly contributes to or worsens that hardship.
- Your issue is about a disconnection that's about to happen, or a disconnection that has happened in error.
- Your issue is about a service or situation that is dangerous to you or others.
Please contact us by calling 1300 171 721 for all urgent complaints to get the fastest possible response.
Making a Complaint:
Support & Billing Team
Please contact Internet On by calling 1300 171 721 or emailing firstname.lastname@example.org. If you choose to send an email, an Internet On Team member will reply with your reference number within 2 business days. The Team member handling your complaint will work with you to achieve a resolution.
Senior Team Member
If an Internet On Team member is not able resolve a complaint it can be escalated to a Senior Team Member. If a Senior Team Member is unavailable at the time you ask for them; they will call you back once they become available, or you may request a call back during a time more convenient for you. This time must be during Internet On’s opening hours, 10AM to 7PM (local time), 5 days a week.
If a Senior Team member is not able resolve a complaint, it can be passed up to a Team Manager. The Manager will review your complaint and respond within 2 business days and attempt to achieve a resolution.
The Industry Ombudsman
If your complaint isn’t resolved, Internet On may recommend you contact the Telecommunications Industry Ombudsman (TIO) for independent advice. Internet On asks that if you do have a complaint, you contact us before going to the TIO. In our experience, complaints can be resolved much faster through Internet On.
The TIO Can Be Contacted by:
Telephone: 1800 062 058 or 03 8600 8700
Fax: 1800 630 614 or 03 8600 8797
You can also contact the Office of Fair Trading in your State or Territory.