Complaints & Escalation Process

We’re committed to resolving any issues quickly and fairly. If something isn’t right, here’s how to get help and what to expect from our complaints process.

Step 1: Contact Our Support Team

Most issues can be resolved quickly by our frontline support team. Before lodging a formal complaint, please contact us:

• Phone – Call our support line during business hours
• Email – Send us details of your issue
• Live chat – Available on our website
• Online account – Submit a support request through your account

When contacting us, please have ready:

• Your account number
• Details of the issue
• When the issue started
• Any troubleshooting you’ve already tried

Our team will work to resolve your issue as quickly as possible. Many technical issues can be fixed during the first contact.

Step 2: Lodge a Formal Complaint

If our support team couldn’t resolve your issue, or you’re not satisfied with the outcome, you can lodge a formal complaint:

How to Lodge a Complaint

• Email – Send your complaint in writing
• Phone – Ask to lodge a formal complaint
• Letter – Send written correspondence to our office

What to Include

To help us investigate your complaint effectively, please include:

• Your account number and contact details
• A clear description of the issue
• Dates and times of relevant events
• Names of any staff you’ve spoken with (if known)
• Reference numbers from previous contacts
• What outcome you’re seeking
• Any supporting documentation

What Happens Next

• Acknowledgement – We’ll confirm receipt of your complaint within 2 business days
• Investigation – We’ll review your complaint and gather relevant information
• Response – We aim to resolve complaints within 15 business days
• Complex issues – If more time is needed, we’ll keep you informed of progress

Step 3: Escalation to Management

If you’re not satisfied with the outcome of your formal complaint, you can request escalation to a manager:

• Ask for your complaint to be reviewed by a senior staff member
• Provide any additional information that may help
• A manager will review the complaint and previous responses
• You’ll receive a response within 10 business days

Step 4: Telecommunications Industry Ombudsman (TIO)

If you’ve been through our internal complaints process and are still not satisfied, you can contact the Telecommunications Industry Ombudsman (TIO).

About the TIO

The TIO is a free and independent service that helps resolve complaints about phone and internet services in Australia. As a registered telecommunications provider, GoTroppo is a member of the TIO scheme.

Before Contacting the TIO

The TIO generally requires that you:

• Have first tried to resolve the issue with us directly
• Have given us a reasonable opportunity to fix the problem
• Are not satisfied with our response or haven’t received a response

How to Contact the TIO

• Website: www.tio.com.au
• Phone: 1800 062 058
• Online form: Submit a complaint through the TIO website
• Interpreter service: Available for non-English speakers
• Accessibility: The TIO provides services for people with disabilities

The TIO service is free. They can help with issues including:

• Connection and service problems
• Billing disputes
• Contract issues
• Poor customer service
• Faults and repairs

Types of Issues We Can Help With

Technical Issues

• No internet connection
• Slow speeds
• Dropouts or unstable connection
• VoIP phone problems
• Modem/equipment issues

Billing Issues

• Incorrect charges
• Billing disputes
• Payment problems
• Refund requests

Service Issues

• Delayed installation or connection
• Contract concerns
• Plan changes
• Cancellation requests

Customer Service Issues

• Poor communication
• Unresolved issues
• Staff conduct concerns

Our Commitment to You

We take all complaints seriously and are committed to:

• Fair treatment – Handling all complaints impartially
• Timeliness – Responding and resolving issues promptly
• Transparency – Keeping you informed throughout the process
• Learning – Using feedback to improve our services
• Respect – Treating all customers with courtesy and professionalism

Financial Hardship

If you’re experiencing financial difficulties, please let us know. We understand that circumstances change and offer support options including:

• Flexible payment arrangements
• Payment plan options
• Service adjustments to reduce costs
• Referral to financial counselling services

It’s better to contact us early if you’re having trouble paying your bills. We want to help you stay connected.

Urgent Faults

For urgent service faults, please contact our support team directly rather than using the complaints process. We prioritise:

• Complete loss of service
• Life-threatening situations requiring emergency services access
• Faults affecting medical or disability equipment

Let us know if you have priority assistance needs (medical conditions requiring connected services) so we can ensure your service is appropriately flagged.

Documentation

To help with any complaint, we recommend keeping records of:

• Dates and times of issues
• Reference numbers from support interactions
• Names of staff you speak with
• Copies of emails and correspondence
• Screenshots of error messages
• Speed test results (if relevant)
• Bills and payment records

Good documentation helps us investigate and resolve issues faster.

Feedback

Not every issue requires a formal complaint. If you have feedback or suggestions on how we can improve, we’d love to hear from you. Your feedback helps us serve you better.

Summary: Escalation Pathway

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