Skip to content

How to make a complaint

Getting help or making a complaint?

When something goes wrong, there’s a process we need to follow:

  1. You ask us for help.

  2. We work with you to resolve the problem.

  3. If you’re not happy with how we resolved things, you can make a formal complaint.

If you’re still at the ‘help me fix something!’ stage, let us know.

Making a complaint

If you’ve let us know about a problem and you’re not happy with how we’ve resolved it, it’s time to take things to the next level.

Once we hear from you we’ll be in touch within two business days. After that we’ll investigate and propose a resolution within 15 business days.

  • Email

    Contact us any time on our dedicated complaints email address.

  • Call

    Call us between 8am and 8pm (AEST), 7 days a week. Have your account number ready to go.

  • Write

    Belong complaints

    Locked Bag 20026
    Melbourne VIC 3001

What to include

Be sure to include these details when you make your complaint:

  • Your email address

  • Your contact number

  • Whether the complaint is about mobile or internet

  • A detailed description of what happened

  • Reference numbers of any related support requests you made

Frequently asked questions

More on the process

For more info on how we tackle complaints, check out our comprehensive guide.

Belong Complaint Handling Process (PDF | 125KB)