Making and Lodging a Complaint or Escalation

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.

Step 1: First contact

As the first point of escalation, please raise your issue directly with our Customer Support Officers by:

• Calling 13 66 33 or calling the appropriate department directly.
• Lodging your complaint though our online contact page
  (You will receive acknowledgement of your complaint—including a reference number—within 2 business days)
• If you are located in Adelaide, visiting our Grenfell Street office.

Our Customer Support Officers (CSOs) are empowered to resolve complex issues and first-level complaints, and to make fair and reasonable customer service decisions.

Step 2: Escalation to a Team Leader

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.

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.

Step 3: Referral to the Customer Satisfaction team

In the event that the Team Leader is unable to resolve the complaint to your satisfaction, you may refer your complaint to the Customer Satisfaction team:

• At your request, the Team Leader can refer your complaint to the Customer Satisfaction team
• You can lodge your grievance online through our Feedback contact page

The Customer Satisfaction team will contact you within 1 working day of receiving the complaint.

Minimum Information required when submitting a Complaint to the Customer Satisfaction team

When submitting a complaint please provide the following:

• Account holder's full name.
• Account Username (e.g. username@internode.on.net).
• Daytime contact number/s.
• Details of complaint, including (if possible):
  • Dates, times, and any staff member spoken to (if relevant)
• Ticket number of relevant issue/s and/or previous correspondence raised with Internode.

Responsiveness by Customer Satisfaction

The Customer Satisfaction 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 timeframe, should complaint resolution appear to fall outside of these timeframes.

Making an Enquiry on a Complaint's Progress

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 or from the online form at the time of submission.

Outcome of a Complaint

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.

Escalating a Complaint

In the rare situation that the Customer Satisfaction 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:

• Telephone: 1800 062 058 or 03 8600 8700
• Fax: 1800 630 614 or 03 8600 8797
• Email: tio@tio.com.au
• Online: https://www.tio.com.au/making-a-complaint

Alternatively you can contact the Office of Fair Trading in your state or territory.

Calling Internode if you have a hearing or speech impairment

If you have a hearing or speech impairment, you can call us via the National Relay Service:

• TTY users: call 133 677 then ask for 13 66 33 (13-NODE)
• Speak and Listen users: call 1300 555 727 then ask for 13 66 33 (13-NODE)
• Internet relay users: connect to the NRS then ask for 13 66 33 (13-NODE)