Complaints Policy

Effective 1 October 2026. Previous version superseded from that date.

This policy applies to clients of TelcoEdge Pty Ltd ABN 58 102 226 853 ("TelcoEdge", "we", "us"). Our Terms and Conditions, Privacy Policy and Payment Assistance Policy are published separately on our website.

How to make a complaint

Phone: 1300 208 820

Email: support@telcoedge.com.au

Online: using the contact form at www.telcoedge.com.au/contact-us

Post: 1/288 Glen Osmond Road, Fullarton SA 5063

Hours: Monday to Friday, 8:00am to 6:00pm South Australian time

If English is not your first language, you can contact us through a language interpreter service. If you are deaf or have a hearing or speech impairment, you can contact us through the National Relay Service.

1. Complaints

You have the right to make a complaint if you are dissatisfied with our services, billing, customer service or how we have handled a complaint. We do not charge for handling complaints.

What counts as a complaint. You do not need to use the word "complaint". If you express dissatisfaction and reasonably expect us to respond or resolve the issue, we will treat it as a complaint.

How to complain. Contact us by phone, email, post or online using the details above. You may also ask someone else to make the complaint on your behalf.

How we handle complaints.

a. We record every complaint and give you a reference number.

b. We acknowledge complaints made by phone immediately, and complaints made by email, post or online within 2 working days.

c. We use our best efforts to resolve complaints at first contact.

d. We will give you a proposed resolution within 10 working days of receiving your complaint. If a delay is unavoidable, we will tell you the reason, the new timeframe and your right to contact the Telecommunications Industry Ombudsman.

e. A complaint is urgent if:

i. you are in financial hardship and the complaint is likely to contribute to or worsen that hardship;

ii. you rely on the service for priority assistance;

iii. your service has been, or is about to be, suspended or disconnected without the proper process being followed; or

iv. you are affected by domestic, family or sexual violence and tell us there is a threat to your safety or the safety of your children.

We propose and implement a resolution to an urgent complaint within 2 working days.

f. We will not implement a resolution unless you have first accepted it. Once you accept it, we implement it within 5 working days, unless we agree another timeframe with you or the resolution depends on something you need to do first.

g. We will confirm in writing that your complaint has been resolved within 5 working days after completing our investigation.

Checking progress. You can check the progress of your complaint at any time by contacting us and quoting your reference number.

Escalation. You may ask us at any time to escalate your complaint or to treat it as urgent. If you tell us you are dissatisfied with the progress or handling of your complaint, ask for it to be treated as urgent, or ask what other options you have, we will give you information about our escalation process and the Telecommunications Industry Ombudsman within 24 hours. Escalated complaints are reviewed by our director.

Network outages. If you report a loss of service that we believe is caused by a network outage affecting multiple customers, we will treat it as a network outage complaint, keep you informed, and resolve it once service is restored and any compensation or credit we offer has been communicated to you.

Telecommunications Industry Ombudsman. If you are not satisfied with how we have handled your complaint, you have a right to take it to the Telecommunications Industry Ombudsman, which is a free and independent service. Contact the TIO at www.tio.com.au or on 1800 062 058.

2. Authorised representatives and advocates

You may nominate another person to deal with us on your behalf, including to make a complaint.

a. Authorised representative. An authorised representative can act on your account as if they were you, or with any limits you specify. To appoint one, email us the person's full name, email address and phone number. We will confirm the appointment with you by email before it takes effect. You remain responsible for any costs incurred on your account by an authorised representative.

b. Advocate. An advocate may speak with us on your behalf, but cannot make changes to your account or access your information unless you are present and agree.

c. If it is not clear which you intend to appoint, we will treat the person as an advocate.

d. We may also accept a person holding a power of attorney or guardianship order for the account holder, on receipt of a certified copy of that document.