1. Our Commitment to Customers
We would always rather hear about a problem than not. A complaint tells us where our service has fallen short, and it is the fastest way for us to put it right.
- We make it easy to complain — by phone, by email, or through your account manager.
- We treat every complaint seriously, courteously and without charge.
- We tell you who is handling your complaint and how to reach them.
- We give you clear timeframes and keep you updated if they change.
- Complaining will never affect the way we treat you or your service.
A complaint is anything you are not happy with
You do not need to use the word 'complaint'. If you tell us you are dissatisfied with a service, a charge, our staff or how we have handled something, we record it as a complaint and manage it under this policy.
This policy is aligned with the complaint handling requirements of the Telecommunications Consumer Protections (TCP) Code and applies to all SIP Connect customers.
Back to top ↑2. How to Lodge a Complaint
| Channel | Detail |
|---|---|
| Phone | 1300 747 266 — ask to lodge a complaint and we will record it immediately. |
| feedback@sipconnect.com.au | |
| Your account manager | Contact them directly; they will lodge it for you. |
| Post | Level 4, Suite 2, Greensborough Plaza, 25 Main St, Greensborough VIC 3088 |
2.1 What to tell us
- Your business name and account number.
- The service or invoice the complaint relates to.
- What happened, and when.
- What you would like us to do to resolve it.
- The best person and method for us to contact you.
2.2 Help with lodging a complaint
If you need assistance to lodge or progress a complaint, tell us and we will help. You can also authorise someone else — an adviser, a colleague, a family member or an advocate — to act on your behalf. We will ask you to confirm that authority once, in writing.
If you need an interpreter, contact the Translating and Interpreting Service on 131 450 and ask them to call us. If you are deaf, or have a hearing or speech impairment, contact us through the National Relay Service at accesshub.gov.au.
Back to top ↑3. Complaint Timeframes
These are the maximum timeframes we work to. In practice most complaints are resolved on the first call.
| Stage | Our commitment |
|---|---|
| Acknowledgement | Immediately if you call us; within two Business Days if you contact us in writing. |
| Resolution proposed | Within 15 Business Days of receiving your complaint. |
| Implementing an agreed resolution | Within 10 Business Days of your agreement, unless you agree to a longer period or the action depends on a third party. |
| Urgent complaints | Acknowledged and worked on immediately, with a proposed resolution within two Business Days. |
| Delay notification | If we cannot meet a timeframe we will contact you before it expires, explain why, and give you a new date. |
3.1 What counts as urgent
- You have applied for, or are receiving, financial hardship assistance and the complaint relates to that.
- Your service has been suspended or disconnected, or is about to be, and the complaint is directly related.
- The complaint concerns a fault that has left your business without a working service.
4. Escalation Process
If you are not satisfied with how your complaint is progressing, you can escalate at any time simply by asking.
- Stage 1 — Our support or accounts team investigates and proposes a resolution.
- Stage 2 — A team leader reviews the complaint, the history and the proposed outcome, and contacts you directly.
- Stage 3 — Senior management conducts an internal review (see section 5).
- Stage 4 — External review by the Telecommunications Industry Ombudsman (see section 6).
Ask for escalation at any time
You never need to wait for a stage to finish. If you would like your complaint escalated, tell whoever you are speaking to and they will arrange it — you do not need to explain why.
5. Internal Review
An internal review is a fresh look at your complaint by a senior person who was not involved in the original decision.
- We acknowledge a request for internal review within two Business Days.
- We complete internal reviews within 10 Business Days.
- We give you the outcome in writing, with the reasons for our decision.
- If we cannot give you what you asked for, we explain why and tell you about your right to take the matter to the Telecommunications Industry Ombudsman.
5.1 While a complaint is open
We will not suspend, restrict or disconnect a service, or begin credit management action, over an amount that is genuinely in dispute while we are working through your complaint.
Back to top ↑6. Telecommunications Industry Ombudsman
The Telecommunications Industry Ombudsman (TIO) provides a free and independent dispute resolution service for residential and small business customers of Australian telecommunications providers.
| Contact the TIO | Detail |
|---|---|
| Phone | 1800 062 058 |
| Website | tio.com.au |
| Post | PO Box 276, Collins Street West, Melbourne VIC 8007 |
You can contact the TIO at any time. We ask for the opportunity to resolve your complaint first, because that is usually faster — and the TIO also prefers that you have raised the issue with us before it becomes involved.
Our record
SIP Connect is a member of the Telecommunications Industry Ombudsman scheme and is registered with the Australian Communications and Media Authority. We have never had an Ombudsman complaint lodged against us.
7. Continuous Improvement
Complaints and feedback are among the most valuable information we receive. We use them to fix causes, not just symptoms.
- Every complaint is recorded with a category and a root cause.
- Management reviews complaint themes at least quarterly.
- Where a theme points to a process, product or supplier problem, we assign an owner and a corrective action.
- We report on complaint volumes, resolution times and outcomes as part of our internal governance.
- This policy is reviewed annually.
7.1 Positive feedback and suggestions
Feedback is not only for when things go wrong. If a member of our team has done well, or you have an idea that would make our service better, email us at feedback@sipconnect.com.au. We pass every compliment on to the person concerned.
Back to top ↑8. Contact Information
| How to reach us | Detail |
|---|---|
| Complaints and feedback | feedback@sipconnect.com.au |
| Phone | 1300 747 266 |
| Technical support | support@sipconnect.com.au |
| Accounts and billing | accounts@sipconnect.com.au |
| Postal address | Level 4, Suite 2, Greensborough Plaza, 25 Main St, Greensborough VIC 3088 |
| Telecommunications Industry Ombudsman | 1800 062 058 | tio.com.au |
| Australian Communications and Media Authority | acma.gov.au |
Frequently Asked Questions
Does it cost anything to complain?
No. Lodging a complaint with SIP Connect is free, and the Telecommunications Industry Ombudsman service is also free for consumers and small business.
Will my service be affected if I complain?
No. We will not suspend or restrict a service, or pursue an amount that is genuinely in dispute, while your complaint is being resolved.
How long will it take?
We propose a resolution within 15 Business Days, and within two Business Days for urgent complaints. Most issues are resolved much faster than that.
Can I go straight to the Ombudsman?
Yes, you can contact the TIO at any time. We simply ask for the chance to fix the problem first, as that is usually the quickest path.
Who can lodge a complaint on my behalf?
Anyone you authorise — a colleague, adviser or advocate. We just need your written confirmation of that authority once.