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Complaints

Making a complaint

If something has gone wrong, tell us. It's free, and a person on our team handles every complaint.

[DRAFT: for Sam to read and approve before launch. Not yet in force.]

If anyone is in danger, call Triple Zero (000) first.

How to complain

Tell us what happened, when, and what you'd like us to do.

What happens next

  1. We acknowledge your complaint. [TIMEFRAME: Sam to confirm, from the Terms.]
  2. A person on our team looks into it and keeps you told.
  3. We tell you what we'll do, and do it. [TIMEFRAME: Sam to confirm, from the Terms.]

If you're not happy with the outcome

[TIO: the Telecommunications Industry Ombudsman paragraph from our Terms, word for word.]