Complaints Process

 

How to make a complaint

Complaints are categorised, prioritised and assigned to Connexus' subject matter expert to seek to ensure resolution in a timely fashion. If you wish to complain, please contact us by using any of the methods below.

 

Where you contact us and express dissatisfaction in regards to our service or the way we have handled your query, we will clarify with you whether you wish to make a complaint.

 

If you are calling us from a landline, your call is billed at a local call rate. Note that calling us from a mobile may be more expensive.

 

We will help you with formulating, lodging and progressing your complaint if you request this.

 

Of course, you can appoint an authorised representative to make a complaint on your behalf. For help with how to appoint an authorised representative, see below.

Full detailed Complaints Handling Process

 

How to contact us with your complaint

Submit an Online Form

Phone: 1800 430 944

Postal address: Level 4, 580 George St, Sydney NSW 2000

 

Making a complaint to the TIO

If our customer care team have investigated your complaint, and you feel it has not been resolved, you can contact the Telecommunications Industry Ombudsman (TIO).

 

The TIO is a government organisation that helps to settle disputes between small business and telecom providers. The TIO service is free of charge.

Make a TIO complaint online

Phone: 1800 062 058

Fax: 1800 630 614

Copyright 2020 © Internex Australia Pty Ltd trading as Connexus Internet Service ABN 83 070 275 722. Part of the MNF Group.

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