Effective Date: 2 Sep 2025
Talk Australia is committed to resolving complaints quickly, fairly, and transparently.
1. What Is a Complaint?
A complaint is when you tell us you are unhappy with our products, services, staff, or how we handle your information.
2. How to Lodge a Complaint
You can contact us in any of the following ways:
- Phone: 02 8609 6678
- Email: [email protected]
- Post: Level 5 Nexus Norwest, 4 Columbia Ct, Norwest NSW 2153, Australia
- Online: Submit a ticket on our website
Accessible options:
- National Relay Service (NRS): https://www.accesshub.gov.au
- TIS National (Interpreter Service): 131 450
3. What Happens Next
- We will acknowledge your complaint within 2 working days.
- We aim to resolve most complaints within 10 working days.
- If more time is needed, we will tell you why and give you updates.
4. Escalation
If you are not happy with the outcome:
- Ask for your complaint to be reviewed by a Team Leader or Manager.
- If still unresolved, you may contact the Telecommunications Industry Ombudsman (TIO).
TIO Contact Details
- Phone: 1800 062 058
- Website: https://www.tio.com.au
5. Authorised Representatives
You may appoint an authorised representative or advocate to act on your behalf. See our Authorised Representative page for details.
6. Recording and Monitoring
We record all complaints to:
- Track progress.
- Identify recurring issues.
- Improve our services.
7. Commitment to Fairness
- We handle complaints with respect.
- We do not charge for lodging a complaint.
- We will not cancel your service simply because you complained.
8. Feedback
We welcome feedback to improve our complaints process.
Contact us at: [email protected]