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Complaints

Complaints

You have the right to make a complaint, and it is free. If you are unhappy with one of our products, our Starlink service, or how we have handled a complaint, please tell us so we can put it right. You can use any of the contact details below to make a complaint.

How to make a complaint

  • Phone 1300 017 576, 8.30am to 4pm AEST on business days, and speak directly with our complaints staff
  • Email complaints@outbackcomms.com.au
  • Online through the HelpDesk on this website
  • Write to Outback Comms, 32 Double D Drive, Branyan QLD 4670

If you are deaf or hard of hearing, contact us through the National Relay Service on 133 677 (TTY) or 0423 677 767 (SMS relay) and ask for 1300 017 576. You can ask someone else to make a complaint for you, and we will help you make your complaint if you need it.

What happens next

  • We acknowledge your complaint straight away if you call or chat with us, and within one business day if you email, write or use the online form.
  • We give you a reference number and tell you how to check progress.
  • We try to fix it on first contact. If we can't, we propose a resolution within ten working days, and put it in place within five working days once you agree.
  • Billing errors are fixed by the end of your next billing period or within 30 days, whichever is sooner.
  • Urgent complaints, such as when you are in financial hardship, face a disconnection without due process, or your safety is at risk, are handled first, with a proposed resolution within two working days.
  • If there is a delay, we tell you why and give you a new timeframe.

Escalating your complaint

You can ask for your complaint to be escalated to a senior manager at any time. We assess the request and act on it within five working days.

Telecommunications Industry Ombudsman

If you are not satisfied with how we have handled your complaint, you have a right to take it to the Telecommunications Industry Ombudsman, which is a free and independent service. Call 1800 062 058 or visit www.tio.com.au.

Reporting a service outage

Report an outage using any of the contact details above. If we find a network outage is affecting you, we give you a reference number, work to restore your service, and let you know when it is back. If your safety or health is at risk, tell us and we will make every reasonable effort to keep you connected.

Financial hardship

If you are having trouble paying, see our Hardship Policy.

CQ Comms Pty Ltd trading as Outback Comms · ABN 45 664 903 075 · Policy POL-SNM-0002