Complaints and Network Outage Complaints Handling Process
Your feedback is important to us. We’d love to hear from you if you had an exemplary experience with us or if we didn’t quite live up to your expectations.
How can we help?
We’re here to help, so please get in touch using one of the options below.
You can contact us using the following contact methods to make a complaint, lodge a service outage report and enquire about a network outage.
| Internode Support (for help with technical issues) | Internode Billing (for help with your account and services) | Operating Hours | |
|---|---|---|---|
| Phone: |
1300 788 233 |
1300 889 188 |
Support: Billing: |
| If you have a hearing or speech impairment, you can contact us by using the National Relay Service: https://www.accesshub.gov.au. | |||
| Online: |
7am to 8pm, Mon-Fri |
||
If our customer service teams have been unable to assist you, you can ask that your complaint be referred to Customer Relations, our specialist complaints resolutions team. You may also contact Customer Relations directly as follows:
| Customer Relations | |
|---|---|
| Email: | |
| Mail: |
Attn: Customer Relations, PO Box 2580, Kingston Delivery Centre, Kingston, TAS 7050. |
What are your complaint handling processes?
You can download and print our Complaint Handling Process.
For Network Outage Complaints, please download our Network Outage Complaints Handling Process.
To view PDF files, install Adobe Reader on your computer, tablet or phone.
What do I do if my complaint is unresolved after going through the Internode process?
If you’re unhappy with the management of your concerns, you can request that we escalate your complaint.
If we’re unable to agree on a resolution, you can contact an external organisation for support and advice, including the:
- Telecommunications Industry Ombudsman (TIO): General complaints
- Office of the Australian Information Commissioner (OAIC): Privacy complaints
- Australian Competition and Consumer Commission (ScamWatch): Scam complaints
- Australian Financial Complaints Authority (AFCA): Sold debt payment and insurance disputes
- Australian Communications and Media Authority (ACMA): Broadcast complaints