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.
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