Complaints
We want to know when something isn't right. Complaints are handled free of charge and taken seriously, they help us fix problems and do better. This page explains how to raise a complaint, what happens next, and how to escalate if you're not satisfied.
How to make a complaint
- Phone: call us on 1800 368 835 and tell us you'd like to make a complaint.
- Online: use the form below.
- Email: support@emutel.com.au.
- Post: Emutel Pty Ltd, Unit 4/2 Riedell St, Wagga Wagga NSW 2650.
If you need help lodging your complaint, or would like someone to advocate or act on your behalf, let us know and we'll make reasonable arrangements to assist.
What happens next
- We'll acknowledge your complaint within 2 working days of receiving it.
- We'll agree a resolution timeframe with you and aim to resolve most complaints within 15 working days. If a complaint is more complex and needs longer, we'll tell you why and keep you updated on progress.
- Urgent complaints (for example, where you're in financial hardship, or a disconnection is imminent) are prioritised and we'll aim to resolve them within 2 working days.
- We'll confirm the outcome and, on request, provide it in writing.
If you're not satisfied
You can ask us to escalate your complaint to a manager for review at any time, at no charge. Our full process is set out in our Complaint Handling Policy.
If we can't resolve your complaint to your satisfaction, you can contact the Telecommunications Industry Ombudsman (TIO), a free and independent dispute resolution service:
- Phone: 1800 062 058
- Online: www.tio.com.au
The TIO asks that you try to resolve your complaint with us first before contacting them.
Related
Having trouble paying a bill? See our Financial Hardship Policy. For your rights on service and repair timeframes, see our Customer Service Guarantee.
Lodge a complaint
Describe the issue and we'll get back to you. Fields marked * are required.