Making a Complaint
From time to time our customers will have issues that need to be addressed. Rather than have those issues turn into disagreements, we have a formal Complaints Handling Process that almost always resolves our customers’ issues, quickly and efficiently.
How to make a complaint
You can use any of the contact details below to make a complaint.
| How | Details | When |
|---|---|---|
| Phone | 1300 759 637 — select the option to speak to our complaints team | Monday–Friday, 9am–5pm AEST |
| Online | Complete our online complaint form | Any time |
| [email protected] .com.au | Monitored throughout each business day | |
| Post | PO Box 255, Fortitude Valley QLD 4006 | — |
| LiveChat | Click the orange chat icon in the bottom-right corner of the page to chat directly with our Support team | Monday–Friday, 7am-9pm AEST |
| Support WhatsApp | 07 3123 5800 – chat only | Monday–Friday, 7am-9pm AEST |
When we receive your complaint, we’ll give you a unique reference number so you can track its progress. To check on a complaint, call 1300 759 637 or email [email protected] and quote your reference number.
Network Outage Complaints
A network outage complaint is when you contact us about a service disruption that is related to either a Significant Local Outage or a Major Outage. In these cases, we’ll manage your report under our Network Outage Complaints process.
There is no charge for making a network outage complaint.
For information on the status of any current outage see www.skymesh.net.au/support/network-status.
How to make a network outage complaint
You can contact us about a network outage using any of the contact methods listed above.
If you’d like someone else to handle the complaint on your behalf, just let us know and we can record them as your authorised representative.
If you need help making or following up on a complaint, our team is here to assist.
Need help making a complaint?
If you need assistance making or progressing a complaint, we’re here to help.
You can also:
- Contact us through the National Relay Service on 133 677 if you are deaf or have a hearing or speech impairment
- Use the Translating and Interpreting Service on 131 450 if you’d prefer support in a language other than English
- Nominate an authorised representative or advocate to act on your behalf
Not satisfied?
If we can’t resolve your complaint, you can contact the Telecommunications Industry Ombudsman (TIO) — a free, independent service — on 1800 062 058 or at tio.com.au.
Complaints Form
The Complaints Handling Policy applies to customers of Skymesh, Skymesh Connect, Bordernet, and Clear Networks.