Complaints Handling Policy

If we've got something wrong, we want to hear about it and fix it. Making a complaint is always free, and this policy reflects the ACMA's Telecommunications (Consumer Complaints Handling) Industry Standard.

1. How to make a complaint

• Phone: 1300 744 388 (say "complaint" and you'll be treated as one — no magic words needed).
• Email: [email protected]
• Portal: message us from your customer portal.
• Letter: Complaints Team, Shift Mobile and Internet Pty Ltd (address published on our website).
• An authorised representative, advocate, financial counsellor or interpreter can complain for you. We support the National Relay Service and the Translating and Interpreting Service (131 450).

2. What happens next

• We acknowledge phone complaints on the spot, and all others within 2 working days.
• You'll get a reference number and the ways you can check progress.
• We aim to resolve complaints within 15 working days. If it will take longer, we'll tell you why and give you a new timeframe — and if the delay is significant, we'll tell you about your external options straight away.
• Urgent complaints — where you've applied for payment assistance, are affected by domestic or family violence, or face imminent disconnection — are resolved within 2 working days.
• Once we propose a resolution, we implement it promptly once you accept it — normally within 10 working days.

3. If you're not satisfied

Ask us to escalate — a team leader will review the complaint. If you're still not satisfied, or we haven't resolved it in a reasonable time, the Telecommunications Industry Ombudsman offers a free and independent dispute-resolution service:

• Phone: 1800 062 058
• Online: tio.com.au

4. Our promises

• We won't cancel your service just because you've complained.
• We won't pursue the disputed amount while your complaint about it is open.
• We keep complaint records and use them to fix root causes, not just symptoms.