Legal info

Policies and Legal

Check out our policies designed to keep you informed and supported. Understanding your rights and responsibilities can help you make better decisions.

Privacy Policy

Introduction

This privacy policy delineates the types of information we collect about you, as well as how we utilise and share that information. Additionally, this policy encompasses our Credit Reporting Policy, which outlines our management of credit information and credit eligibility data. We may revise this policy periodically, with any modifications taking effect on the date the updated policy is published on our website.

Credit Notifiable Matters

Our website provides details regarding Credit Reporting Bodies (CRB) to whom we may disclose your credit information. This includes a statement of ‘notifiable matters’ which explains:

  • The potential inclusion of your information in credit reports by the CRB.
  • Disclosure of specific credit defaults to the CRB.
  • How to access and seek correction of your credit-related information.
  • Your rights to request that the CRB refrain from using credit reporting information for direct marketing purposes.
  • Your rights to request that the CRB not use or disclose your credit reporting information in cases of suspected fraud.

You may request the statement of notifiable matters in an alternative format, such as a hard copy.

Personal Information

“Personal information” refers to any information or opinion concerning an identifiable living individual, regardless of its accuracy or form. Under the Telecommunications Act 1997 (Cth), “personal information” also includes information retained for legal compliance that pertains to an individual or their communications.

Collecting Personal Information

We will collect personal information directly from you unless it is impractical or unreasonable to do so, and in accordance with applicable laws. This may occur through:

  • Direct interactions, such as phone calls, online communications, or in-person visits.
  • Publicly available sources, including phone directories.
  • Affiliates within our corporate group.
  • Third parties, including business partners, authorised representatives, and wholesalers.
  • Information brokers and telecommunications service providers.
  • Credit reporting bodies, credit providers, and fraud detection agencies.
  • Our website and your usage of it.
Collection Under Law

We may be mandated to collect personal information under the Telecommunications Act 1997 and other relevant laws. For instance, identity verification is required for pre-paid mobile telecommunications services or when transferring services from another provider.

Types of Personal Information We Collect and Hold

We may collect and retain various types of personal information, including:

  • Personal Details: Name, date of birth, gender, occupation, and driver’s license number.
  • Contact Details: Physical, postal, work, and email addresses, as well as phone numbers.
  • Financial Information: Bank account details, credit card numbers, and billing/payment history.
  • Service-Related Information: Usernames, encrypted passwords, service usage history, and support inquiries.
  • Special Circumstances: Health or financial information for priority assistance or hardship applications.
Holding Personal Information

We maintain personal information in both physical and digital formats at our facilities and secure third-party data centers. We take reasonable measures to safeguard this information from unauthorised access or alteration.

Purpose of Collecting and Holding Personal Information

We collect and retain personal information for various purposes, including:

  • Business operations and compliance with legal obligations.
  • Identity verification for account access and service changes.
  • Assessing eligibility for assistance programs.
  • Direct marketing, customer support, and service improvement.
Unavailability of Personal Information

Failure to provide necessary information may hinder our ability to supply requested products or services.

Using Personal Information

We may utilise personal information for:

  • Identity verification and fraud prevention.
  • Supplying products and services.
  • Customer support and service enhancement.
  • Compliance with legal requirements.
Disclosing Personal Information

We may disclose personal information to:

  • Contractors and suppliers supporting our business operations.
  • Authorised representatives and corporate affiliates.
  • Legal and regulatory authorities as required by law.
Direct Marketing

With your consent, we may use your personal information for direct marketing purposes through various channels. You may opt-out at any time by following the unsubscribe instructions provided.

Accessing and Correcting Personal Information

You have the right to request access to or correction of your personal information held by us. Please contact us using the details provided above.

Complaints

If you wish to file a complaint regarding a breach of the Australian Privacy Principles, please contact us. We will acknowledge your complaint and provide a response within a reasonable timeframe.

Contacting Us

For inquiries, requests, or complaints concerning our Privacy Policy, please reach out via telephone at 1300 876 776

Terms and Conditions

Evening Speed Insights

Get ready to experience nbn® like never before! Our typical download and upload speeds are measured between 7 PM and 11 PM, showcasing the true potential of your connection. The nbn® Speed Tier indicates the technology installed at your premises, but remember, actual speeds may fluctuate due to various factors. For a deeper dive, check out the Broadband Speeds section below!

Plan Accessibility

This exciting plan is available exclusively on FTTP and select HFC connections. Use our handy address-checking tool on our website to see if you qualify!

Bandwidth Alert

While this plan supports a multitude of activities, heavy simultaneous usage might impact your speeds and overall nbn® performance.

Navigating Your Speed Options

For customers using Fixed Wireless, FTTB, FTTC, or FTTN technologies, the highest speed tiers may not always be attainable. We can’t pinpoint your maximum speed until your service is activated. If, after connecting to a higher speed tier, you find that you can’t reach the typical speeds promised, we’ll inform you and offer to switch you to a lower tier with a refund for any extra charges. Plus, you can cancel your plan at no cost!

Factors That Affect Your Broadband Speeds:

Your actual speeds can be influenced by several elements, including:

  • The number of users online simultaneously
  • The placement of your modem
  • The equipment and software you’re using
  • The type of nbn® technology at your location
  • Network capacity and traffic levels
  • The type of content being uploaded or downloaded

To optimise your nbn® experience, try positioning your modem centrally and away from other electronic devices. For tailored advice on enhancing your nbn® performance, give us a call at 1300 876 776

Understanding Technical Limitations and Outages:

Keep in mind that your nbn® service will be offline during power outages (unless you have an FTTP connection with a backup battery). During these times, you won’t be able to make or receive phone calls, including emergency calls, so be sure to rely on your mobile phone. Additionally, any back-to-base or medical alarms linked to nbn® will also stop functioning.

Medical and Security Alarm Compatibility Check:

If you own a medical or security alarm, it’s vital to confirm its compatibility with an nbn® connection before signing up for our services. If your alarm isn’t compatible, consult your alarm provider for alternative solutions to ensure it operates smoothly over nbn®. You can also register with NBN Co’s Medical Alarm Register for further assistance.

Policy for Modem and Hardware

Service Schedule Application

This Service Schedule serves as a supplementary document to the General Terms applicable when we provide you with hardware products, which include modems, WiFi extenders, mesh networking devices, and mobile broadband equipment (collectively referred to as “Hardware”).

Information Exchange with Hardware Manufacturers
  1. Data Sharing Protocol
     We may disclose your information to the relevant Hardware manufacturer, its affiliated entities, or authorised distributors/resellers for the following purposes:
    • To ensure optimal service delivery through the Hardware.
    • To facilitate the procurement and distribution of the Hardware, including installation assistance, operational inquiries, and warranty claims.
    • To empower the Hardware manufacturer to fulfill its obligations regarding the supply of Hardware.
    • As specified in our privacy policy or as mandated by applicable law.
  2. Consent for Data Sharing
     By utilising our services, you grant permission for the sharing of your personal information with the Hardware manufacturer and its affiliates. This encompasses details pertaining to your personal circumstances, contact information, and Telco Services linked to the Hardware.
  3. Direct Engagement with Manufacturers
     Should you establish an account or engage directly with the Hardware manufacturer; you may be required to furnish personal information to them.
  4. Automated Data Collection
     You acknowledge that the Hardware manufacturer may automatically gather specific data concerning your interaction with the Hardware and associated Telco Services, including:
    • Configuration settings and performance metrics.
    • Network usage statistics and device health diagnostics.
    • Unique identifiers for your Hardware and connected devices.
    • Access information from your personal devices via manufacturer applications.
  5. Third-Party Benchmarking Collaboration
     We or the Hardware manufacturers may engage third-party benchmarking organisations to collect performance data, thereby evaluating the quality and efficiency of the services rendered through the Hardware.
  6. Technical Support and Operational Efficiency
     In the absence of the data collection mentioned above, resolving technical issues remotely may be hindered, and the Hardware may not perform as intended. If you prefer not to have your usage data collected, the Hardware may not align with your needs.
  7. Privacy Policy Compliance
     Any personal information you provide directly to the Hardware manufacturer, or that is collected via the Hardware, is subject to the manufacturer’s privacy policy, which may be updated periodically.
  8. Manufacturer Data Disclosure
     You consent to the Hardware manufacturer sharing collected information with us to enhance our service delivery, customer support, and account management related to the Hardware.
Usage of Hardware for Personal and Internal Business Purposes
  1. Agreement on Usage
     You agree to utilise the Hardware solely for personal purposes or internal business operations.
  2. Responsibilities for Internal Business Use
     If the Hardware is utilised for business purposes, you commit to:
    • Distributing a copy of this Service Schedule to any user connecting to the Hardware Network.
    • Utilising user data exclusively for network administration and not for any other purposes.
    • Promptly forwarding any requests from users regarding their personal information @ to support@gotroppo.com.au
    • Providing reasonable assistance to (Company) in addressing user requests as needed.

Your personal information obtained from the Hardware manufacturer will be managed in accordance with our Privacy Policy and relevant privacy regulations.

Fair Use Policy

General

This Policy is designed to ensure that Go Troppo can deliver quality services to all customers, while preventing excessive, unreasonable, or fraudulent use of our products and services that could harm or disadvantage others. This Policy should be read in conjunction with our Standard Form of Agreement (SFOA).

This Policy applies to any promotion or plan explicitly stated as being subject to our Fair Use Policy. Some services may also be governed by additional fair use policies or terms as determined by our wholesale suppliers. Please refer to the relevant Schedule of our SFOA that applies to your service for further details regarding these additional policies or terms.

Generally, legitimate use of our services for their intended purposes will not constitute a breach of this Policy, noting that:

  • For residential customers, our services are intended for personal use only.
  • For business customers, our services are to be utilised in the ordinary course of business.

Go Troppo reserves the right to amend this Policy at any time. An updated version of this Policy can be accessed at Go Troppo Policies or by contacting Customer Service at 1300 876 776 

Unreasonable Use

Customers must not engage in unreasonable use of the services provided. Unreasonable use includes, but is not limited to, any activity that, in our reasonable opinion:

  • Interferes with the use of the network by others.
  • Causes significant congestion or diminishes our ability to provide quality services to other users.
  • Attempts to bypass or manipulate limitations or usage restrictions on services, including switching or rerouting call traffic, disguising originating party information, or violating any usage limitations outlined in our SFOA.
  • Involves wholesaling, reselling, or charging for access to any service without our express prior written consent.
  • Constitutes abnormal or excessive use of the service in violation of this Policy or associated service terms.
Unacceptable Use

Customers must not utilise the services for any unacceptable, inappropriate, unlawful, or harmful purposes, including but not limited to:

  • Engaging in illegal or fraudulent activities, or violating any binding codes, standards, or content requirements within any Australian jurisdiction.
  • Interfering with third-party rights.
  • Providing false information to us or other users.
  • Sending unsolicited or unwanted commercial electronic messages.
  • Gaining unauthorised access to another individual’s personal information or accounts.
  • Violating any laws or third-party rights.
  • Distributing indecent, obscene, defamatory, offensive, pornographic, or illegal material, or material that incites violence or hatred.
  • Making inappropriate contact with minors or providing unrestricted access to inappropriate material for minors.
  • Distributing misleading or deceptive material.
  • Infringing on any individual’s intellectual property rights.
  • Monitoring data or traffic on any network or system without authorisation from the network or system owner.
Your Use of the Internet

When our services permit internet access, you are responsible for your use or misuse of those services. Compliance with any rules imposed by third parties whose content or services you access using our services is required. We do not accept responsibility or liability for your internet use and you are accountable for all content published using our services.

You must take necessary precautions to prevent children or minors from accessing offensive or obscene content on the internet, such as utilising content filtering programs. Information on content filtering programs is available on the Communications Alliance website.

If you encounter:

  • Cyberbullying of a child.
  • Cyber abuse of an adult.
  • Image-based abuse (involving sharing intimate images or videos without consent).
  • Illegal or restricted content depicting sexual abuse or exploitation of children, pro-terror material, or content promoting crime or violence.

Please report it to the eSafety Commissioner. We reserve the right to block, remove, or refuse to post any content deemed offensive, indecent, unlawful, or otherwise inappropriate or in breach of this Policy.

We may be directed by a court, regulator, or law enforcement agency to remove content from our servers or block access to certain content. We may also be required to remove copyrighted materials from our servers or prevent access to such materials as directed by copyright holders.

Breach of Policy

If you breach this Policy or any additional fair use terms applicable to your service, we may take remedial action. We may also take action if required by law, a regulator, or court order.

Where reasonable and not prevented by law, we will notify you of the breach using your registered contact details or via our customer portal.

If we deem your usage to be unreasonable or a minor breach, we may request that you correct your use before taking further action.

If we deem your usage to be a material breach, to have serious consequences, or to remain uncorrected after notification, we may immediately (with or without notice):

  • Issue a warning that further repetition may result in service suspension or termination.
  • Suspend or limit all or part of your service.
  • Terminate your contract for the service.
  • Exercise any rights or remedies under our SFOA.
  • Filter, block, or remove content from our servers or networks.
  • Implement technical mechanisms to prevent breaching behavior.
  • Cooperate with other carriers and service providers to control and prevent unacceptable behavior.
  • Report conduct to applicable law enforcement or regulatory agencies.
  • Take any necessary action, including recovering costs and expenses.

If you believe your service has been misused, blocked, or barred due to an accident or error, or wish to request removal of usage limit controls, please contact us on 1300 876 776 to discuss a resolution.

Hardware Limited Refund Policy

Overview

This document pertains to customers who purchase hardware from Go Troppo, including modems and handsets, for use in conjunction with our telecommunications services. It outlines our limited hardware refund policy applicable to consumer and small business customers as covered by the Australian Consumer Law, as further detailed in clause 20 of the General Terms of our Standard Form of Agreement (SFOA).

This policy specifies the limited circumstances under which you may be entitled to a refund for hardware purchased from us and the procedure for requesting such a refund.

Nothing in this policy limits or excludes any rights to refunds, repairs, or replacements related to faulty or damaged hardware arising under:

  • Any applicable manufacturer’s warranty for your hardware.
  • Consumer guarantees under the Australian Consumer Law that cannot be excluded, such as ensuring that supplied hardware is fit for purpose and free from defects.

For more information regarding your rights concerning faulty hardware, please refer to our Hardware Warranty Information document available on the Policies page of our website.

Ownership and Responsibility for Hardware

All hardware supplied to you for use with any month-to-month residential telecommunications services must be purchased and paid for upfront. This hardware is not subject to any ongoing finance or supply agreement, meaning that upon purchase, you own the hardware outright.

The hardware provided is unlocked and may be used with other service providers if you decide to cancel your services with us, subject to any limitations or conditions imposed by the manufacturer or the third-party service provider to whom you are transferring your services. We encourage you to review the specifications and conditions applicable to your selected hardware on our website prior to making a purchase.

Limited Refund Rights

Due to the nature of hardware orders being placed with the manufacturer at the time of purchase, we do not accept returns or refund requests except in the following circumstances:

  1. If, after purchasing hardware from us alongside one of our services, you are informed that the relevant service is:
    • a. Unlikely to be connected for at least three months from the date of order due to delays caused by NBN Co or another third-party service provider. In this case, you must request a refund for the hardware within 14 days of being notified of the delay; or
    • b. Unable to be provided for any reason beyond your control, including if your premises is not serviceable.

Example Scenario: During your NBN appointment, an NBN Co technician informs you that a remediation date is required due to an identified issue with service delivery, and the scheduled remediation date is over three months from the current date.

  1. You have received an incorrect item of hardware that does not match the item you ordered.
What Does Not Qualify for a Refund

Refund requests will not be accepted for:

  • Buyer’s remorse, such as changing your mind or finding a lower-cost item elsewhere.
  • Delays in NBN connection of less than three months caused by NBN Co, as we do not control NBN Co’s installation schedule or technician availability.
  • Canceling your service or transferring it to another provider. You own your hardware outright after purchase and it is unlocked for use with other service providers, subject to any limitations imposed by the manufacturer or third-party provider.
  • Requests to swap your purchased hardware for another model, unless the original item has not yet been dispatched.
  • Delays in NBN installation or readiness caused by your actions, such as failure to install required in-home cabling or repeatedly canceling or rescheduling appointments with NBN Co technicians.
Process for Approved Returns and Refunds

If you have any inquiries regarding this Policy or wish to submit a return or refund request in accordance with these terms, please contact us.

Our response time for return or refund requests is typically within five business days. As all requests are subject to review, we appreciate your patience during this process. Once we have assessed your request, we will contact you with any further questions or to inform you of the outcome.

If we determine that you are eligible for a refund, processing will not occur until we receive the returned hardware from you. Hardware must be returned with its original packaging and accessories, in the same condition as when received. Incomplete or damaged returns may result in ineligibility for a refund.

Return postage costs for hardware approved for return under this Policy will be at your expense, except in cases where an incorrect item was sent. Please retain the postage receipt for tracking purposes.

Upon receipt of the returned hardware, you will receive your approved refund back to the original payment method within five business days, unless an alternative payment method is agreed upon.

Please note that refunds may take longer to process during holiday periods or depending on your bank’s processing times. If we confirm that a refund has been processed but you have not received it, please check with your bank before contacting us.

Returns and refunds for faulty hardware are covered by our Hardware Warranty Information document on the Policies page of our website.

Hardware Warranty Information

Overview

This document is intended to assist you in understanding your options should any hardware purchased from Go Troppo prove to be faulty. Additional information regarding warranties, rights, and remedies available for faulty hardware can be found in our Standard Form of Agreement (SFOA).

Please note that this document does not address your return or refund rights in other scenarios, such as when you cancel your service or change your mind after purchasing hardware. For further details on limited return and refund rights, please refer to our Hardware Limited Refund Policy available on the Policies page of our website.

Manufacturer’s Warranty

Our hardware may come with a limited manufacturer’s warranty, which is in addition to any other legal rights or remedies you may possess, including consumer guarantees under the Australian Consumer Law. The terms of any manufacturer’s warranty are determined by the individual hardware manufacturer, and the duration of such warranties may vary based on the provider and type of hardware. For more information, please consult the manufacturer’s website.

If a manufacturer’s warranty is applicable to your hardware and you experience a fault within the warranty period, please contact us to submit a claim as outlined in the “Warranty Claims” section of this document.

Consumer Guarantees

For our consumer and small business customers covered by the Australian Consumer Law (as further explained in clause 20 of the General Terms of our SFOA), our hardware includes certain guarantees that cannot be excluded. These guarantees exist independently of any manufacturer’s warranty and ensure that the hardware supplied will be fit for purpose, safe, durable, and free from faults for a reasonable duration, considering factors such as the nature, intended use, and cost of the hardware.

If any hardware supplied does not meet a consumer guarantee, you may be entitled to a remedy from us, depending on the nature of the fault:

  • For major faults (e.g., where the hardware is wholly or substantially unsafe or unusable), you may choose to have the hardware repaired or replaced, or alternatively, receive a refund. You may also have the right to terminate services dependent on the hardware and/or seek compensation for reasonable out-of-pocket expenses directly caused by the fault.
  • For non-major faults, we will repair or replace the hardware within a reasonable timeframe after you report the issue.

If you believe you are entitled to make a claim under a consumer guarantee due to faulty hardware, please contact us to submit a claim as detailed in the “Warranty Claims” section below. For additional information about consumer guarantees, please visit the ACCC website.

Warranty Exclusions

Manufacturer’s warranties and consumer guarantees do not apply to faults resulting from:

  • Hardware purchased or obtained from a third party.
  • Damage caused by interference with or modification to the hardware, or failure to install or use it according to the supplied instructions.
  • Loss or theft of hardware, or damage caused by you or someone else (e.g., abnormal use, exposure to extreme environmental conditions, or liquid damage).
  • External disaster events (e.g., fire or flood).
  • Any other matters expressly excluded under the manufacturer’s warranty.

For non-faulty hardware not covered by a manufacturer’s warranty or consumer guarantee, please review our Hardware Limited Refund Policy for information on permitted returns and refunds.

Warranty Claims

If you have questions about this document or wish to submit a warranty claim, please contact us. Our response time for warranty requests is typically within five business days. As all requests are subject to review, we appreciate your patience during this process.

Upon reviewing your request, we will assess your eligibility for a claim under a manufacturer’s warranty or consumer guarantee and determine the available remedies. To complete our assessment, we may require additional information or request the return of the hardware for further investigation.

If returning hardware is necessary, you will need to send it to us following the instructions we provide. Should you be required to return hardware, you will be entitled to recover reasonable postage costs unless we determine there is no fault. Please retain your postage receipt for reimbursement.

If your hardware is returned for repair, it may be replaced with refurbished hardware of the same type or repaired using refurbished parts.

If you are entitled to a refund for faulty hardware, once we have received the returned item, you will receive the approved refund back to the original payment method within five business days, unless an alternative payment method has been agreed upon.

Please be aware that refunds may take longer to process during holiday periods or based on your bank’s processing times. If we confirm that a refund has been processed but you have not received it, please check with your bank before contacting us.

Complaint Handling Process

At GoTroppo, we are committed to providing exceptional customer experiences. However, we understand that sometimes things don’t go as planned. If you’re not satisfied with our products, services, or interactions with our team, we encourage you to share your feedback. We are dedicated to addressing all complaints in accordance with the Telecommunications (Consumer Complaints Handling) Industry Standard 2018.

What Constitutes a Complaint?

A complaint is your expression of dissatisfaction regarding our products, services, or the way we’ve handled a previous issue. For your feedback to be recognised as a complaint, please indicate that you expect a response. If we’re unsure, we’ll reach out for clarification.

How to Submit and Track Your Complaint

Submitting a complaint is completely free, and you can easily track its progress through the following channels:

Submission Channel Availability
Online Complaint Form: GoTroppo Complaint Form Anytime
Email: complaints@gotroppo.com.au – Anytime
Phone: 1300 876 776 8:30 am – 7:00 pm, Monday to Friday (AEST) Weekends TBA
Mail: PO Box 1326 St KIlda Victoria 3182

Need Help with Your Complaint?

Appointing an Advocate or Authorised Representative

You have the option to appoint an Advocate or Authorised Representative to assist you in communicating with us during the resolution process. For further details, please refer to our policy.

Translating and Interpreting Services

If you require assistance in your preferred language, please reach out to the Australian Government Translating & Interpreting Service (TIS National) at 131 450.

Disability Services

The National Relay Service offers various communication methods, including text-to-voice, voice-to-text, and AUSLAN services, to support those who are d/Deaf or have difficulty communicating verbally. For assistance through the National Relay Service, call 133 677 or visit Access Hub.

We’re Here to Help!

If you need any additional support with your complaint, don’t hesitate to contact us using the details provided above. If you’re facing financial hardship, please check our Financial Hardship Policy for more information on available support.

Our Commitment to Managing Complaints

Acknowledging Your Complaint

When we receive your complaint, we will acknowledge it:

  • Immediately for in-person or phone complaints.
  • Within 2 business days for email, online form, mail, or voice recordings.
  • You’ll receive a unique identifier to track your complaint’s progress.
  • Initial Assessment and Time Frame Setting
  • We’ll categorise your complaint as either ‘urgent’ or ‘standard.’ A complaint is classified as urgent if:
    • You’ve requested or received financial hardship assistance, and your complaint may worsen your situation.
    • There’s a risk of service disconnection.
    • It relates to a service eligible for Priority Assistance due to life-threatening medical conditions.
    • Our goal is to resolve urgent complaints within 2 business days and standard complaints within 15 business days. If you believe your complaint is urgent, please let us know so we can prioritise it.

Investigating Your Complaint

Some complaints may require a more in-depth investigation to identify underlying issues and determine an appropriate resolution. We may contact you for further details, or if you’ve appointed an Advocate or Authorised Representative, we may reach out to them instead.

Resolving Your Complaint

We strive to resolve complaints during the initial contact whenever possible. If further investigation is needed, we will communicate our decision within 2 business days for urgent complaints and 15 business days for standard complaints.
If any delays arise that may affect our ability to meet these timelines, we will inform you of the reasons, provide revised resolution timelines, and discuss your options for external dispute resolution if necessary.

Closing Your Complaint

We will not close your complaint until you agree that it has been resolved. However, we may close it without your consent if: a. We determine that there are no further actions we can take to resolve your complaint. b. We believe your complaint is frivolous or vexatious. c. We have made multiple attempts to contact you without receiving a response within 10 business days.
If we decide to close your complaint under these circumstances, we will notify you in writing within 5 business days, outlining the reasons for our decision.

Billing Error Complaints

If your complaint pertains to a billing error, we aim to resolve it within the billing period following your current billing period, whichever is sooner.

Unhappy with Our Decision or Process?

You can request escalation of your complaint at any stage if you’re unhappy with our handling process, progress, or outcome. We will internally escalate your complaint to a more senior Customer Service Agent, our Complaints Manager, or higher management for review.

External Dispute Resolution Services

If, after providing us a reasonable opportunity to resolve your complaint, you remain unsatisfied with our response, you can contact an external dispute resolution service like the Telecommunications Industry Ombudsman. We will never suspend or cancel your service solely because you chose to pursue external dispute resolution.

Telecommunications Industry Ombudsman

At any time, you can contact the Telecommunications Industry Ombudsman (TIO) for assistance. The TIO is a free, independent service that helps with phone and internet complaints. They may be able to assist you if you’re unhappy with the information we provided, our response time, or our handling of your complaint.

To learn more about how the TIO can help, visit their webpage ‘What we can help with’ or contact them:

Online: ‘online complaint form’ webpage • Email: tio@tio.com.au • You can also contact the Telecommunications Industry Ombudsman on 1800 062 058 or submit an enquiry at http://www.tio.com.au/