Complaints Handling Policy

A complaint is any time you tell us you’re unhappy with our service, our staff, a bill, or the way we’ve handled something (including a previous complaint), and you expect us to respond or fix it. You don’t need to use the word “complaint”. If it sounds like one, we treat it as one, and if we’re not sure, we’ll ask you.

A first report of a fault, a question, or a request for a change isn’t a complaint on its own. It becomes one if you tell us you’re unhappy with how we’ve handled it.

• Email: hello@warp.net.au
• Phone: 02 4398 7081, every day, during waking hours (Sydney time). If you can’t get through, leave a message and we’ll call you back.
• Online: the support page in your portal, or our contact page if you’re not a customer or can’t sign in.
• By post: Email or call us and we'll give you our postal address.

Tell us what went wrong and what you’d like us to do about it. Include your name and service address or account email so we can find your account, but don’t let missing details stop you — we’ll ask for anything we need. Former customers, and people who aren’t customers yet, can complain the same way.

We never charge you for making a complaint, for us handling it, or for any information or records we give you as part of resolving it.

If you need help to complain, tell us and we’ll make it work for you. For example:

• Interpreters: call the Translating and Interpreting Service (TIS National) on 131 450 and ask them to contact us on 02 4398 7081. It’s free for you.
• If you’re deaf, or find it hard hearing or speaking: use the National Relay Service — see accesshub.gov.au for the ways to connect — or simply email or call us.
• Someone to act for you: a friend, family member, financial counsellor, advocate or lawyer can make and manage a complaint on your behalf. Tell us, or have them tell us with your agreement, and we’ll deal with them as your authorised representative.
• Other formats: we can send this policy and our responses in plain text, large print or another format you need, or talk it through over the phone.

If you complain by phone, we acknowledge it during the call. If you complain any other way, we acknowledge it within 2 working days. Either way you’ll get:

• a unique reference number for your complaint;
• the name of the person handling it, or the way to reach them;
• when you can expect it to be resolved; and
• a link to, or copy of, this policy.

Quote the reference whenever you contact us and you’ll never have to start from scratch.

We try to fix things the first time you contact us. When that isn’t possible:

• Resolution: we’ll resolve your complaint within 15 working days of receiving it. Resolving it means we’ve told you what we’ll do, and you’ve accepted it, or we’ve given you our final answer and told you your options.
• Doing what we agreed: once you accept a proposed fix, we complete every action within 10 working days (2 working days for urgent complaints) — refunds, credits, plan changes, account corrections and so on — unless you agree to a different time.
• Delays: if we can’t meet a timeframe — for example because a fix depends on nbn — we’ll tell you before it runs out. We’ll explain why, give you a new date, and remind you that you can take your complaint to the Telecommunications Industry Ombudsman if you don’t want to wait. We only extend a timeframe when we genuinely need to.

If your complaint is about nbn’s network or an nbn appointment, you don’t need to go to nbn yourself. We raise it with nbn, chase it, and keep you updated. It stays our complaint to resolve.

We treat a complaint as urgent, and resolve it within 2 working days, if:

• you’ve applied for, or are receiving, help under our Financial Hardship Policy, and the complaint is about something that could make your financial situation worse;
• your service has been disconnected or suspended by mistake, or is about to be and shouldn’t be;
• you tell us you are, or may be, affected by domestic, family or sexual violence (see Domestic, Family and Sexual Violence Support); or
• you tell us there’s a threat to your safety or the safety of someone in your household.

Urgent complaints go to the front of the queue. Any action we agree to take is completed within 2 working days of you accepting it. If something else about your situation makes a complaint urgent, tell us and we’ll consider it.

We’ll contact you the way you prefer, and keep you updated while your complaint is open — including whenever something changes. You can ask for an update at any time. When we close your complaint, we’ll tell you the outcome and the reasons for it, and we’ll put it in writing if you ask. If you haven’t accepted our proposed resolution, we’ll tell you about internal review and the Telecommunications Industry Ombudsman when we give you our final answer.

• While your complaint is open, we won’t take any credit management action over an amount you’re disputing. That means no reminders, no suspension and no cancellation for non-payment of that amount. You still need to pay any part of your bill you aren’t disputing.
• If you take your complaint to the Telecommunications Industry Ombudsman, the same protection continues while they’re dealing with it.
• We will never suspend, cancel or treat you differently because you’ve complained, to us or to anyone else.
• We never sell debts, use debt collectors or list defaults with credit reporting bodies, whether or not you’ve complained.

Ask us to review it. Say so by any of the methods in section 2 and quote your reference number. The review is a fresh look at your complaint by someone with the authority to change the outcome and, wherever possible, not the person who handled it the first time. We complete it within the original timeframe where we can. If we can’t, we complete it within 10 working days of your request (2 working days for urgent complaints). We’ll tell you the result and our reasons.

You don’t have to ask for a review first. You can go to the Telecommunications Industry Ombudsman whenever you want.

If you’re not satisfied with how we’ve handled your complaint, or we haven’t resolved it in time, you can contact the Telecommunications Industry Ombudsman (TIO). It’s a free, independent service that resolves complaints about phone and internet providers, and we’re a member.

• Phone: 1800 062 058
• Online: tio.com.au
• Post: PO Box 276, Collins Street West VIC 8007

The TIO will usually ask whether you’ve given us a chance to fix the problem first, and may refer your complaint back to us. When that happens we treat it as a priority and contact you promptly. We will never discourage you from going to the TIO.

The regulators don’t resolve individual complaints, but they publish information about your rights:

• Australian Communications and Media Authority (ACMA): telecommunications consumer rules — acma.gov.au
• Australian Competition and Consumer Commission (ACCC): consumer guarantees, refunds and fair trading — accc.gov.au, or NSW Fair Trading on 13 32 20

Privacy complaints can also go to the Office of the Australian Information Commissioner — see our Privacy Policy.

We record every complaint, what we did about it and the outcome, and keep those records for at least 2 years. You can ask for a copy of the records about your complaint.

We review complaints regularly to find the cause, not just the symptom. When a complaint shows that something is wrong with a process, our systems or this website, we fix it for everyone, and we check whether other customers were affected. If they were, we contact them and put it right, even if they haven’t complained.

Our Customer Terms and Critical Information Summaries set out what you can expect from the service itself.