Immediate threat to life or property?
Call Triple Zero on 000 using any available working service.
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Support
Choose the type of help you need. We’ll show you the quickest way to get it and what to have ready.
Find support
Support is kept separate from sales. Complaints and financial-hardship requests each have their own process.
Guides for activation, equipment, Wi-Fi, mobile, voice, cloud and other common tasks.
Browse guidesReport a service that’s down, running poorly or not working as it should.
Report a service faultSee published incidents and maintenance that may affect your service, where available.
Check network statusAsk about a charge, update approved details or get help with your account.
Get billing helpTell us when an issue hasn’t been resolved or our service has fallen short.
Make a complaintGet confidential help if you’re finding it hard to pay for an eligible telecommunications service.
Get financial-hardship helpBefore reporting a fault
Check the power, equipment lights, cables and the network-status page, where it’s safe and appropriate to do so.
Only restart equipment if your service guide recommends it and the device isn’t supporting a critical process.
Note the affected service, when it started, the users or sites affected, the symptoms and any recent change.
Have these details ready
Corporate incidents
Use the contact path in your service schedule for eligible priority incidents.
Public support channels do not replace contracted incident procedures.
Be ready to provide
Complaints and hardship
Complaints and financial-hardship requests each have their own process, kept separate from sales.
Complaints
If you’re unhappy with a product, a service or how an issue was handled, you can make a complaint. We’ll acknowledge it, assess it and keep you informed. Then we’ll explain the outcome and the escalation available under the current Complaints Policy.
Make a complaintFinancial hardship
If you’re having financial difficulty, contact us as early as you can. We’ll explain the assistance and payment options available under the current Financial Hardship Policy. Asking for help will not cost you a fee.
Get financial-hardship helpEmergency limitations
Internet, internet-based voice and some equipment may not work during a power or network outage.
Do not rely on website chat or email for an emergency.
Call Triple Zero on 000 using any available working service.
Contact and documents
Where you can, use the support path that matches your issue. That way we get the details we need to help.
Corporate customers: use the contact path in your service schedule for eligible priority incidents.
Questions
Outages, complaints, paying your bill and priority incidents.
Check the Network Status link, plus the underlying provider status information shown for your service where available. A public status page may not show every individual fault.
Use the complaints form or an approved contact channel. Tell us about the issue, the outcome you’re looking for and any earlier reference. The current Complaints Policy explains how complaints are acknowledged, handled and escalated.
Get in touch as early as you can, using the confidential financial-hardship contact path. The current policy explains the assessment and assistance options available.
Use the contact and escalation process in your executed service schedule. Provide the service ID, the business impact, the affected sites or users, when it started and an available technical contact.
Tell us what you need and we’ll pass it to the right team.