Complaints and Network Outage Complaints Handling Process
Your feedback is important to us. We’d love to hear from you if you’ve had a great experience with us, or if we didn’t quite hit the mark.
Select one of the links below to jump to a query:
- How can we help?
- What are your complaints handling processes?
- What do I do if my complaint is unresolved after going through the TPG process?
- Whistleblower Policy
How can we help?
You can contact us using the following contact methods to make a complaint, lodge a service outage report or enquire about a network outage complaint.
| Give us a call | Use our online form | Send a letter |
|---|---|---|
|
Customer Service: 13 14 23 (8am – 10pm AET) Tech Support: 13 14 23 (24/7)If you have a hearing or speech impairment, you can contact us using the National Relay Service |
Use our online form to give us feedback. Once we’ve received an email with your information, we’ll then contact you via email. | Send a letter to: Attn: Customer Relations, PO BOX 2580, Kingston Delivery Centre, Kingston, TAS 7050. |
What are your complaints handling processes?
You can download our Complaint Handling Process.
For Network Outage Complaints, please download our Network Outage Complaints Handling Process.
To view PDF files, install Adobe Reader on your computer, tablet or phone.
What do I do if my complaint is unresolved after going through the TPG process?
If you’re unhappy with the management of your complaint, or we are unable to reach a resolution, you can consult the below external organisations for support and advice::
- Telecommunications Industry Ombudsman (TIO): General complaints
- Office of the Australian Information Commissioner (OAIC): Privacy complaints
- Australian Competition and Consumer Commission (ScamWatch): Scam complaints
- Australian Financial Complaints Authority (AFCA): Sold debt payment and insurance disputes
- Australian Communications and Media Authority (ACMA): Broadcast complaints
Whistleblower Policy
At TPG, we’re strongly committed to fostering a culture where you feel safe to speak up about matters that concern you or if you suspect something is not right. Our whistleblowing program encourages and provides an avenue for all employees, suppliers and business partners to act if you have concerns about illegal, unethical or improper conduct.
Read through our Whistleblower Policy for more information.