Compliments and Complaints.

Your feedback is important to us, good or bad. If you’re dissatisfied with our products or service or want to shout out about some great service, we want to know about it.

We take all feedback seriously and will ensure your concerns are resolved as effectively as possible.

How can we help?

We’re here to help so please get in touch using one of the options below. You can give us a call, use our online form (to send us an email) or fax or mail us.

Chat to us online.

Our Live Chat Care team are available 7am – midnight AEDT 7 days a week. During these hours, click on the button to chat to us online.


Our complaints handling process

We treat every complaint seriously. If your issue can’t be resolved immediately, we’ll offer to escalate it, and you can expect an outcome within 15 working days. For urgent matters such as financial hardship, or where disconnection of the service is imminent or has occurred without due process, your complaint will be handled within 2 working days. We may contact you if we need more information, or if the timeframe to resolve your complaint changes. If your complaint does not relate to our products or services, we will try to help you identify a course of action. 

If you require additional support during this process, you may discuss your feedback through an advocate, interpreter or any authorised representative.

When you contact us with a complaint, we’ll give you a reference number. Keep this number in case you need to speak with us again, so we can access a detailed record of your complaint.

Complaints can only be closed once with your consent, that is, when you’re satisfied that the matter has been reasonably resolved. You can then request written confirmation of the agreed resolution once the complaint is closed.

If you are unhappy with the management of your concerns, you can request for your complaint to be escalated through our internal escalation process.

If we are unable to agree on a resolution, after you have contacted us, you can contact the Telecommunications Industry Ombudsman (TIO) by calling 1800 062 058, using the online complaint form, or sending a letter to TIO PO Box 276, Collins Street West, VIC 8007.

Personal information provided is managed in accordance with Vodafone’s Privacy Policy.