Our Principles
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 resolve 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 C628:2015 (TCP Code). Responsibility for compliance 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 informing you first.
We may charge you to recover our costs in very specific circumstances only, such as:
- If you request information that was collected more than two years ago
- If you request information that is not free of charge under our Standard Form Customer Contract or our Critical Information Summary
If cost recovery charges apply:
- We will tell you before charging you
- You may choose not to pay and discontinue your complaint
- We will inform you about your options for external dispute resolution, such as the Telecommunications Industry Ombudsman (TIO)
How to Make a Complaint
If you wish to complain, please contact us:
- Email: accounts@truetelco.com.au
- Phone: 1300 87 83 83
We will help you formulate, lodge, and progress your complaint if you request this.
You may appoint an authorised representative or advocate to make a complaint on your behalf. Please contact us via email to appoint an authorised representative if needed.
What We Will Do
We will:
- Acknowledge your complaint immediately if made in person or by phone
- Acknowledge within 2 working days if lodged through any other channel (e.g., email, voicemail)
When we acknowledge your complaint, we will provide:
- A unique reference number
- An indicative timeframe for resolving your complaint
You can follow up on your complaint via phone or email using the contact details above.
…And Solve
Our goal is to fix your issue during your first contact with us.
If we need to investigate further, we will:
- Agree with you on how to fix the issue (this may include waiving fees or other commercial solutions)
- Advise you of the outcome within 15 working days
- Provide the resolution in writing upon request
If it takes longer than 15 working days, we will:
- Explain the reason
- 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 about your external dispute resolution options, such as the TIO.
Once we’ve agreed on how to fix the problem, we will:
- Implement all actions within 10 working days, unless you’ve agreed otherwise or we are waiting on action 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 your hardship
- Your service has been disconnected or is about to be disconnected without proper process
- You receive Priority Assistance (e.g., for a severe medical condition)
In these cases, we will:
- Agree with you on a resolution
- Implement all required actions within 2 working days
If there is a delay, we will:
- Explain why
- Provide a new expected timeframe
- Inform you of your options for external dispute resolution, such as the TIO
If You Are Unhappy with Our Efforts
If you:
- Are not satisfied 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’re still dissatisfied, we will inform you about your options for external dispute resolution, such as the TIO.
We will never cancel your service simply because you contacted an external dispute resolution scheme.
Telecommunications Industry Ombudsman (TIO)
We encourage you to contact us first if you have a problem. We will do our best to resolve your issue on first contact.
If needed, 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.