Complaints Handling Policy
Version 1.0Effective: May 2025
Tell us — we want to fix it. If something isn't right with your 2GoBroadBand service or experience, please contact us first. We'll do everything reasonable to put it right, quickly and fairly. This policy meets the requirements of the ACMA's Telecommunications Consumer Protections (TCP) Code.
1. How to make a complaint
You can lodge a complaint with us by any of these channels:
- Phone: 1300 677 185 — Monday to Friday, 8:00am–8:00pm AEST/AEDT.
- Email: [email protected] with the subject line "Complaint".
- SMS: 0456 783 922.
- Post: Complaints Officer, 2GoBroadBand Pty Ltd, 19/39 Essex St, Pascoe Vale VIC 3044.
Please include your account number, contact details, a clear description of the issue, and how you'd like it resolved.
2. Our timeline
| Stage | Our commitment |
|---|
| Acknowledgement | Within 2 business days of receiving your complaint. |
| Initial response | Within 5 business days for straightforward complaints. |
| Full resolution | Within 15 business days for most complaints. We'll keep you updated if it takes longer. |
| Urgent complaints | (e.g. life-support customers, full service outage, family violence) — actioned within 2 business days. |
3. What we do
- Acknowledge: We confirm we've received your complaint and give you a reference number.
- Investigate: A dedicated case owner investigates and contacts you if more information is needed.
- Resolve: We offer a proposed resolution. If accepted, we implement it promptly.
- Confirm in writing: Resolution is summarised in writing on request.
- Learn: Complaints are reviewed monthly to identify systemic issues and improve our service.
4. If you're not satisfied with our response
If your complaint is unresolved or you're unhappy with the outcome:
- Step 1 — Escalate internally. Ask the case owner to refer your complaint to a manager. Managers will respond within 5 business days.
- Step 2 — Telecommunications Industry Ombudsman (TIO). The TIO offers free, independent dispute resolution for telco services.
Web: www.tio.com.au
Phone: 1800 062 058
You can contact the TIO at any time — but in most cases they will ask you to attempt resolution with us first.
- Privacy complaints can also be referred to the Office of the Australian Information Commissioner (OAIC) — www.oaic.gov.au.
5. Fees
There is no cost for raising or pursuing a complaint with us or with the TIO.
6. Special assistance
If you need help making a complaint — for example because of a disability, language barrier, or family-violence situation — let us know and we'll make reasonable adjustments. You can also nominate someone to act on your behalf with your written authority.
7. Record keeping
We keep records of all complaints and their outcomes for at least 2 years in accordance with the TCP Code and the Privacy Act 1988 (Cth).