How to make a complaint

We’d rather fix a problem than lose you. If something’s not right with your EzTel service, bill or our support, tell us — it costs nothing to complain and we take every complaint seriously.

Phone: 1300 55 1428 (Mon–Fri, 9am–5pm AEST)
Email: complaints@eztel.com.au
Post: Complaints Manager, EzTel Communications, P.O. Box 960, Hurstville BC NSW 1481

If you need an interpreter, are experiencing financial hardship, or need extra support (including if you’re affected by domestic or family violence), tell us and we’ll adjust how we work with you. Someone else can complain on your behalf with your permission.

What happens next

• We acknowledge your complaint within 2 business days — you’ll get a reference number and the name of who’s handling it.
• We aim to resolve it within 15 business days. If yours is complex and needs longer, we’ll tell you why, give you a new timeframe, and keep you updated at least every 10 business days.
• Urgent complaints — if you’re in financial hardship, or your service has been disconnected or is about to be, we treat it as urgent and aim to resolve it within 2 business days.
• Resolution — once you accept a proposed resolution, we implement it within 10 business days (or 2 business days if urgent), unless we agree otherwise or it depends on a third party like nbn®.

We won’t cancel your service, and won’t take credit management action on a genuinely disputed amount, while your complaint is being investigated.

If you’re not happy with the outcome

Ask us to escalate — a manager will review your complaint. You can also ask us for our final position in writing.

If we can’t resolve your complaint, or you’re unhappy with how we handled it, you can contact the Telecommunications Industry Ombudsman (TIO) — a free and independent dispute resolution service:

Phone: 1800 062 058
Online: tio.com.au/complaints
Post: PO Box 276, Collins Street West, VIC 8007

We’d appreciate the chance to fix things first, but the TIO is always available to you.