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Complaints

We strive for excellent service and value your feedback to resolve complaints quickly and fairly.

At E.Tel Mobile, we're committed to providing great service and support. If you're unhappy with any aspect of our products, services or customer experience, we'd like the opportunity to make it right.

Contact methods

Available 7 days, 8am – 8pm AEST

How we handle complaints

  1. 1

    Get in touch

    Tell us what's happened via the above contact methods. The more detail you give us up front, the faster we can help.

  2. 2

    We look into it

    We aim to resolve most issues on the first point of contact. Complex cases get a reference number to track our investigation.

  3. 3

    We follow through

    We stay with your issues until they fully resolved. Urgent complaints are prioritised and handled as quickly as possible.

Urgent complaints come first

Complaints relating to financial hardship, priority assistance, or potential service disconnection are prioritised and handled as quickly as possible.

Complaints Handling Policy

Accessibility Assistance

If you are deaf, hard of hearing, or have a speech impairment, you can contact us through the National Relay Service (NRS).

National Relay Service

Need further assistance?

We always aim to resolve complaints directly and fairly. However, if you're unhappy with our response or how your complaint has been handled, you may contact the Telecommunications Industry Ombudsman for independent assistance.

Telecommunications Industry Ombudsman

Frequently asked questions

How does this affect me?

How long will it take to resolve my complaint?

We'll acknowledge your complaint within 2 business days, and we aim to resolve all complaints within 15 working days. Where possible, we'll resolve it on your first contact with us. If a complex complaint needs longer, we'll keep you updated on its progress.

Does it cost anything to make a complaint?

Making a complaint is normally free. A fee may apply only in exceptional cases, such as retrieving archived records older than 24 months, and we'll always discuss it with you before charging it. If your complaint is upheld, we'll refund the fee in full within 30 days.

Can someone make a complaint on my behalf?

Yes. You can appoint an advocate or authorised representative to make a complaint for you.

What if I'm not happy with how my complaint is progressing?

You can ask for your complaint to be escalated to senior management at any time. If you're still not satisfied with our response, you can contact the Telecommunications Industry Ombudsman (TIO) for free, independent dispute resolution.

Will my service be cancelled if I go to the TIO?

No. E.Tel will never cancel your service while you have an active TIO dispute.