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Complaints Handling
Something not right?
We want to fix it.
If you’re unhappy with our service, a product, an interaction with us, or how we’ve handled an earlier issue, you can make a complaint at no cost.
✓No cost to make a complaint
✓We’ll provide a reference number
Make a complaint
How to make a complaint
Choose whichever contact method is easiest for you.
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Live Chat
Not Available
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Post
8/219 Main Rd, Toukley NSW 2263
What counts?
What is a complaint?
A complaint
A complaint is when you tell us you’re unhappy with a product or service, an interaction with our team, or how we handled a query or previous complaint — and you expect a response from us.
- You’re unhappy with a product or service.
- You’re unhappy with an interaction with our team.
- You’re unhappy with how we handled a query or previous complaint.
- You expect a response from us.
Usually not a complaint
- Reporting a fault.
- Asking for technical help.
- Making a general enquiry.
Unless you ask us to treat the matter as a complaint.
What happens next?
What happens after you complain?
We aim to resolve issues at the first point of contact where possible. If we need more time, we’ll keep working through the matter with you.
1
We acknowledge it
We’ll provide a complaint reference number so the matter can be tracked.
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2
We investigate
We’ll review what happened and propose a resolution within the applicable timeframe.
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3
We resolve and close
Once you accept the proposed resolution, we’ll implement it and let you know when the complaint is closed.
Standard
Standard complaints
Where we can’t resolve the complaint immediately, we aim to propose a resolution within 10 business days.
Urgent
Urgent complaints
Urgent complaints may include service loss or disconnection, priority assistance, financial hardship support, or domestic and family violence support. We aim to propose a resolution within 2 business days.
Written confirmation: within 5 business days if requested.
Billing complaints: by the end of the next billing period, or within 30 calendar days, whichever is sooner.
Implementation: within 5 business days after you accept the proposed resolution, unless another timeframe is agreed.
Need extra support?
Need help making a complaint?
If someone is representing you, or you’re experiencing financial hardship, accessibility needs or other special circumstances, please let us know so we can provide the right support.
Someone can represent you
Financial hardship support
Accessibility or special needs
National Relay Service / TIS National
Accessibility help — NRS & TIS National +
- National Relay Service (NRS): accesshub.gov.au
- TIS National: tisnational.gov.au
- TIS Phone (Australia): 131 450
- TIS Phone (Overseas): +61 3 9268 8332
Independent help
Not satisfied with the outcome?
If you’re unhappy with the outcome or how your complaint was handled, you can contact the Telecommunications Industry Ombudsman for independent help.
Telecommunications Industry Ombudsman (TIO)
Phone: 1800 062 058 or 03 8600 8700
Fax: 1800 630 614 or 03 8600 8797
Post: PO Box 276, Collins Street West, VIC 8007
Email: tio@tio.com.au
Online: tio.com.au/complaints
Accessibility: tio.com.au/accessibility
View external dispute resolution options +
You can also contact the Office of Fair Trading in your state or territory.
Network outage complaints
Network Outage Complaints
A network outage complaint applies when you report an outage and we confirm it is caused by a Major Outage or Significant Local Outage. There is no cost to report a network outage complaint.
This policy does not apply where an outage is the result of a natural disaster.
How to report a network outage complaint +
- Phone: 1800 686 695
- Email: support@1stInternetAndWifi.com.au
- Post: 8/219 Main Rd, Toukley NSW 2263
If someone is representing you, or you need extra support such as hardship, accessibility or special needs support, please tell us when you contact us.
How network outage complaints are handled +
- We’ll acknowledge the report once it is confirmed as a network outage complaint and provide a reference number.
- We’ll assess whether it is standard or urgent.
When is it urgent?
It is urgent if the outage affects a priority assistance service, you tell us there is a risk to personal safety, or there is a serious health risk.
Default resolution
Our default resolution is to restore your affected 1st Internet & WiFi services as soon as reasonably practicable.
When is a network outage complaint closed?
- Urgent: within 2 calendar days of sending written resolution notice, we’ll check with you that services are restored. If not restored, we’ll take further steps within 2 working days. Urgent complaints won’t be closed until restored.
- Non-urgent: we won’t close it unless you confirm services are restored, or until 3 working days after we send written resolution notice.
If you’re not satisfied with the outcome or how it was handled, contact us using the methods above or choose an external dispute option, including the TIO.
Policy details
More information about our complaints process
Detailed complaints handling timeframes +
- If you complain by phone or live chat, you’ll receive your reference number right away.
- If you complain by email or post, we’ll provide it within 2 business days.
- We aim to resolve issues at the first point of contact where possible.
- Standard complaints: up to 10 business days to propose a resolution.
- Urgent complaints: up to 2 business days to propose a resolution.
- If you request written confirmation of the proposed resolution, we’ll provide it within 5 business days.
- Billing complaints will be resolved by the end of the next billing period, or within 30 calendar days, whichever is sooner.
- Once you accept a proposed resolution, we’ll implement it within 5 business days, unless another timeframe is agreed.
We won’t close your complaint without your agreement, and we’ll let you know when it’s closed.
Frivolous or vexatious complaints +
In rare cases, if we reasonably believe we can do nothing more to help and your complaint or behaviour is frivolous or vexatious, we may decide not to deal with it further.
- We’ll explain our decision within 5 business days and let you know your external options, including the TIO.
- If you request it, we’ll provide our reasons in writing within 5 business days.