Complaint Handling Process

Hello Broadband aims to provide our customers with the best possible service. If you haven’t received the service you expected or you would like to make a suggestion we always appreciate your feedback.

Consumers and former customers have the right to make a complaint for escalation within Hello Broadband.

A complaint means an expression of dissatisfaction made to us in relation to our products or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected by you. Contacting Hello Broadband to request support or to report a service difficulty is not necessarily a complaint.

Level 1 Customer Support

Hello Broadband Technical Support is the level 1 customer support within Hello Broadband who assist to resolve issues of a technical nature.

Hello Broadband Customer Service is the level 1 customer support and the main point of contact within Hello Broadband for questions regarding your account or for information about our services.

If you are having difficulties with your Customer Service or Technical Support representative, a supervisor may be called upon to assist.

Hello Broadband believes that our internal resolution process is the most effective and quickest way to resolve issues.

Hello Broadband Technical Support can be contacted by:
Email – support@hellobroadband.com.au
Phone – 1300 443 556
Fax – +61 3 9999 3100
Mail – PO Box 151, Collins Street West, VIC, 8007

Making a Complaint

If our Customer Service or Technical Support teams have been unable to satisfy your issue, you can request for your call to be considered a complaint.

You may nominate an authorised representative or advocate to liaise with us on your behalf. If you need assistance with understanding this process or lodging a complaint, please let us know. This includes consumers with a disability or those who are suffering hardship or are from a non-English speaking background.

Alternativley you can make a complaint using the form below.

I wish to make a formal complaint against Hello Broadband.

  1. A customer or their authorised representative may submit this application
  2. The account must in the name of the same person as above, or an authorised representative
  3. Refer to our complaint policy for further information

What We Will Do Next

We will acknowledge a complaint immediately on the phone or within 2 business days of receiving it and provide you a reference number. Where possible, our level 1 Customer Service and Technical Support teams will resolve your complaint upon the first contact. Where they have been unable to do so, our Customer Relations team will take over management of the complaint and resolve your complaint within 15 business days of receiving it, depending on the complexity of your complaint.

We will let you know any reasons for the delay and a specific timeframe for resolution. We will keep you updated with the status of your complaint and you may contact us either by phone or by email with your reference number to request a status update. Please note that Hello Broadband is unable to implement any resolution until you have accepted it.

Further options

You will find the majority of matters can be handled by Hello Broadband’s internal processes and we do ask that you first allow us the opportunity to exhaust all avenues in resolving your complaint. However, if you are not satisfied with our handling of your complaint and you have escalated this within Hello Broadband, you may seek complaint mediation or further assistance from the Telecommunications Industry Ombudsman (telephone 1800 062 058) or the fair trading department in your state or territory.

Urgent Complaints

Please advise us if your complaint is urgent. Complaints will be considered as urgent if:

  • Disconnection of a service is imminent or has already occurred and where due process has not been followed

Please note Hello Broadband does not offer the Priority Assistance scheme.

Urgent complaints will be acknowledged within one business day. We aim to resolve the urgent aspects of such a complaint within 2 business days or let you know of any reasons for delay and a specific timeframe for resolution.