You have the right to express any complaints or grievances you may have with Internode, however we are sorry to see you have made your way to our complaints page. Internode prides itself on exceptional customer service, and we regret that this has not been your experience on this occasion.
In the first instance, please follow the steps below to raise and escalate your complaint through the appropriate department at Internode.
NOTE: If you would like to nominate an authorised Representative/advocate to make a complaint on your behalf, please authorise them during your call/email.
As the first point of escalation, please raise your issue directly with our Customer Support Officers by:
Our Customer Support Officers (CSOs) are empowered to resolve complex issues and first-level complaints, and to make fair and reasonable customer service decisions.
You will receive acknowledgement of your complaint—including a reference number—within 2 business days if you make your complaint in writing or via email. For complaints lodged in person or via the telephone, acknowledgement and your reference number can be provided immediately.
If the CSO is unable to resolve your complaint, you may escalate your query to the department Team Leader—the next point of Internal escalation—or an appropriate alternative senior member of staff if a Team Leader is not available.
The Team Leader will review the dispute and respond within 2 working days to attempt to resolve the complaint to your satisfaction and reach an agreement that is fair and reasonable for both parties.
In the event that the Team Leader is unable to resolve the complaint to your satisfaction, you may request your complaint be referred to the Solutions Team.
The Solutions team will acknowledge your complaint within 1 business day of receipt. The acknowledgement may be verbal (via telephone) or in writing (via email)—at Internode's discretion. A Reference Ticket Number will also be provided.
We aim to resolve all complaints within 5 business days (from the date of initial acknowledgement). Complex problems will be resolved within 20 business days. We will contact you directly to advise and discuss a new time-frame, should complaint resolution appear to fall outside of these time-frames.
You may enquire on the progress of your complaint at any time by replying to the email received at the time of lodging the complaint or by calling Internode on 13 66 33 during business hours quoting the Reference Ticket Number provided by our staff.
We will advise you either verbally (via telephone) or in writing (via email) of the outcome of the complaint. If you prefer a specific method of contact, this can also be requested when lodging your complaint.
In the rare situation that the Solutions team are unable to resolve the complaint to your satisfaction, you may wish to contact the TIO (Telecommunications Industry Ombudsman) for independent mediation. The TIO is "an office of last resort." This means that in the interests of fairness, we ask that you provide us, as your service provider, the opportunity to exhaust all possible internal resources before going to the TIO, as in our experience complaints dealt with internally are resolved much quicker than complaints mediated via the TIO.
After exhausting all possible avenues directly with us the TIO can be contacted via the following means:
Alternatively you can contact the Office of Fair Trading in your state or territory.
If you feel your complaint is urgent, please tell us as soon as possible via telephone or by attending our Adelaide store in person. We will refer your case for investigation by an appropriate senior manager on site, or the Solutions team, and provide a response to your complaint within one business day.
Urgent complaints differ from regular complaints in that they are referred to the Solutions team or an appropriate level of senior management significantly earlier, and are treated with higher priority than normal complaints.
We aim to resolve all urgent complaints within 2 business days. We will contact you directly to advise and discuss a new time-frame in the event that a resolution may fall outside these time-frames.
We consider a complaint urgent when it concerns any of the following:
If you have a hearing or speech impairment, you can call us via the National Relay Service: