Complaints Handling Process

A complaint is any expression of dissatisfaction with our service, our staff or how we’ve handled something, where you expect a response or a fix. You don’t need to use the word “complaint” — if you’re unhappy and tell us, we treat it as one. (A first-time fault report or a general question isn’t a complaint, but it becomes one if we don’t handle it properly.)

• Phone: 1300 425 240 (8am–8pm AEST, 7 days)
• Email: help@galah.example — put “Complaint” in the subject if you like, but we triage either way
• Letter: Complaints, Galah Broadband Pty Ltd, Level 1, 42 Wallaby Way, Sydney NSW 2000

If you need help making a complaint — because of a disability, language barrier or anything else — tell us and we’ll make it work. You can also have someone (a friend, family member or advocate) complain on your behalf with your authority.

• Acknowledgment: immediately if you complain by phone, and within 2 working daysotherwise. You’ll get a reference number so you never have to start from scratch.
• Resolution: we aim to resolve every complaint within 15 working days. Most are sorted much faster. If it’s going to take longer, we’ll tell you why, give you a new timeframe, and keep you updated.
• Urgent complaints: if your complaint involves financial hardship (see our Financial Hardship Policy), an imminent or actual disconnection, or the loss of a service you’ve told us is critical, we treat it as urgent and aim to resolve it within 2 working days.
• Implementation: once you accept a proposed resolution, we implement it within 10 working days (2 working days for urgent complaints), unless we agree otherwise with you.

Ask for the complaint to be escalated. It will be reviewed by someone more senior than the person who handled it first, with the authority to actually resolve it. You can also ask at any time for an update on your complaint, or for the outcome to be confirmed in writing.

If we haven’t resolved your complaint to your satisfaction, you can take it to the Telecommunications Industry Ombudsman (TIO) — a free and independent dispute resolution service for telco customers:

• Phone: 1800 062 058
• Online: tio.com.au

The TIO asks that you give us a fair chance to resolve the matter first, and so do we — most complaints are fixed faster when you come straight to us. But the option is always there, and we will never discourage you from using it.

We do not charge for making a complaint, for handling it, or for any information we provide as part of resolving it. We won’t cancel or suspend your service just because you’ve complained (and if your complaint is about a proposed disconnection, we’ll put it on hold while the complaint is open).