Our principles

You have a right to complain, and if you do, we will handle your complaint in a fair, efficient, and objective manner through a transparent process.
We aim to resolve any issues during your first contact with us.

Our complaint handling process complies with the requirements of the Telecommunications Consumer Protections Code C628:2015 (TCP Code). Responsibility for compliance lies with our Chief Executive Officer.

Free of Charge

We will not charge you for managing your complaint in most cases, and we will never charge you without informing you first.
We may recover costs only in very specific circumstances, such as:

• When you request information that is more than two years old
• When you request information not included as free under our Standard Form Customer Contract or Critical Information Summary

If cost recovery charges apply:

• We will notify you before any charges are incurred
• You may choose not to proceed and withdraw your complaint
• We will advise you about your options for external dispute resolution, such as contacting the Telecommunications Industry Ombudsman (TIO)

How to Make a Complaint

If you wish to make a complaint, please contact us:

Email: accounts@onenet.com.au
Phone: 1300 87 83 83

We can assist you in formulating, lodging, and progressing your complaint if you need help.
You may also appoint an authorised representative or advocate to act on your behalf. To do so, please email us to set this up.

What We Will Do

We will:

• Acknowledge your complaint immediately if made in person or by phone
• Acknowledge within 2 working days if lodged by another channel (e.g. email, voicemail)

When we acknowledge your complaint, we will provide:

• A unique reference number
• An indicative timeframe for resolution

You can follow up on your complaint via phone or email using the contact details above.

…And Solve

Our goal is to resolve your issue during your first contact with us.
If further investigation is required, we will:

• Agree with you on how to resolve the issue (which may include fee waivers or other commercial remedies)
• Inform you of the outcome within 15 working days
• Provide written confirmation of the resolution upon request

If resolution takes longer than 15 working days, we will:

• Explain the reason for the delay
• Give you a new expected timeframe

If the delay exceeds 10 working days (and is not due to a Mass Service Disruption), we will inform you of your external dispute resolution options, including the TIO.

Once a resolution is agreed upon, we will:

• Complete all required actions within 10 working days, unless you’ve agreed otherwise or further action is needed from you

What If Your Complaint Is Urgent?

Your complaint will be treated as urgent if:

• You have applied for Financial Hardship and the complaint directly relates to that hardship
• Your service has been or is about to be disconnected without proper process
• You receive Priority Assistance (for example, due to a severe medical condition)

In these cases, we will:

• Agree with you on a resolution
• Implement all actions within 2 working days

If there is a delay, we will:

• Explain the reason
• Provide a new expected timeframe
• Inform you of your options for external dispute resolution, including the TIO

If You Are Unhappy with Our Efforts

If you:

• Are dissatisfied with the timeframes, progress, or outcome of your complaint, or
• Believe your complaint should be treated as urgent

We will escalate your complaint internally.

If you remain dissatisfied, we will inform you about your options for independent dispute resolution, such as contacting the TIO.

We will never cancel your service simply because you’ve contacted an external dispute resolution scheme.

Telecommunications Industry Ombudsman (TIO)

We encourage you to contact us first so we can try to resolve your issue directly.
If you’re not satisfied, you can contact the TIO:

Phone: 1800 062 058
Fax: 1800 630 614
Online: tio.com.au/making-a-complaint

The services of the TIO are free of charge.