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Aussie Broadband
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Aussie Broadband
Complaints

The best way to resolve complaints with
Aussie Broadband

Aussie Broadband is a leading Australian internet service provider (ISP) that offers a range of NBN plans, including unlimited data, high speeds, and excellent customer service. Aussie Broadband is committed to providing its customers with the best possible service, and its complaint handling process is a key part of that commitment.

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Aussie Broadband

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Aussie Broadband

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Aussie Broadband
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COMPLAINTS SENT THROUGH AJUST

Live Campaign
Telco

Inferior speed after transfer

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Craig
Inferior speed after transfer

Craig

June 27, 2024

Reduced speed in two rooms

Outcome Sought

Apology

Compensation

Other

Telco

Payment plan issue

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Allison
Payment plan issue

Allison

June 6, 2024

Financial difficulty, threats of disconnection

Outcome Sought

Apology

Compensation

Other

Telco

Connection delay

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Brian
Connection delay

Brian

May 22, 2024

No internet for a week, affecting work and school

Outcome Sought

Apology

Compensation

Other

Telco

Concern about plan cost

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Traci
Concern about plan cost

Traci

April 30, 2024

Worried about not getting best deal

Outcome Sought

Apology

Compensation

Other

Telco

No signal from exchange

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Kieron
No signal from exchange

Kieron

January 25, 2024

Delayed installation

Outcome Sought

Apology

Compensation

Other

Telco

Cancelled appointment

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Sean
Cancelled appointment

Sean

January 18, 2024

Pushed to back of queue

Outcome Sought

Apology

Compensation

Other

Telco

Network / Connection

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Olivia
Network / Connection

Olivia

August 17, 2023

Outcome Sought

Apology

Compensation

Other

Telco

Network / Connection

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Damian
Network / Connection

Damian

August 7, 2023

Outcome Sought

Apology

Compensation

Other

Telco

Intermittent / Dropouts

I would like to thank Aussie broadband because they have done their best to help but their overhead dealings with NBN Australia has let me down and is now costing me business dollars.
I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Troy
Intermittent / Dropouts

Troy

June 21, 2023

Outcome Sought

Apology

Compensation

Other

Telco

Communication barrier

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Frances
Communication barrier

Frances

Confusion during conversation

Outcome Sought

Apology

Compensation

Other

Consumers who are asking

Aussie Broadband

To Listen

Live Campaign
Do you manage complaints for
Aussie Broadband
?
Telco

Inferior speed after transfer

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Craig

Craig

June 27, 2024

Customer transferred broadband to aussie broadband, experiencing speed issues two rooms away from nbn installation. seeking resolution but told nothing can be done.
I was convinced to transfer my broadband from Telstra with a FTP. NBN was installed to my front of house room. In that room I get full speed but two rooms away I get inferior speed to what I got with FTK with Telstra. I have sort resolution with Aussie but they say they can do nothing
Telco

Payment plan issue

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Allison

Allison

June 6, 2024

Customer facing disconnection threat due to missed payments, seeking payment plan assistance from aussie broadband during hardship.
Good morning I have already sent and email to you guys and I've been dealing with dayna in hardship who has need amazing I was on a payment plan my bill got as high as $500 it's now down to $330 I've also paid current bills I did not know I had missed 2 payments I rang into aussie broadband last week and was told to pay $27 which I did then by Sunday I had received threats of disconnection so I've rung hardship mon ties wed nobody from there can talk to me so I emailed them and gt a response today saying I must pay full amount now I don't have $330 so I offered $100 a week still no I need your help I'm not working because my mum is in palliative care and my son tried to take his own I've I didn't know I had missed 2 payments back in April when I called last fri that was ab chance to tell me that not say I only owe $27. Can someone please call me asap 0481244580 email allisonhicks66@gmail.com allison hicks 9 waterside drive cranbourne east thankyou
Telco

Connection delay

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Brian

Brian

May 22, 2024

Customer experienced significant delays and issues with fttp upgrade from fttc by aussie broadband, resulting in prolonged internet outage and inconvenience for work and school.
We recently upgraded to FTTP from FTTC. While we understand the wait has been a while because civic works were required, there has been soe significant issues that has meant that we are now about to enter our second week without any internet at home. Wednesday 15 May 2024 the civic works were completed and we were not informed they had been finished, the NBN technician just left the job without advising it was connected. So I contacted him on 17 May 2024 only to be informed by him that it was connected and ready to go. I called our provider (Aussie BB) who said that they had not been advised. I was then told that in order to facilitate a remote activation that I would need to send serial numbers on the power pack and NBN box. I did this later that day. After countless contacts to Aussie BB I was informed that it would be remotely activated by Tuesday 21 May 2024. Guess what? It wasn't activated and a technician attended 22 May as this appointment was apparently pencilled in as a back up should remote activation not be completed for one reason or another. The technician arrives on 22 May 2024 only to advise that our connection was done incorrectly and it's in fact not connected and further extensive works are needed to complete connection. I have just received an udate that only now has the connection been completed but it will likely be a few days before the FTTP s activated due to god knows what needing to be completed now. The advice is to continue to use our old FTTC connection in the meantime. The issue is that this was disconnected on 15 May 2024. We both work at home and the kids are needing to be connected for school work at the very least. Not to mention without internet we have no security cameras and all other connectivity we rely on to function as a household and workplace. This is not good enough NBN Co and a mere oops we are sorry is not good enough! What will you do to compensate this ridiculous disruption that should of, and could have been avoided by simply leaving our FTTC connection live until such time that a reliable connection could be secured.
Telco

Concern about plan cost

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Traci

Traci

April 30, 2024

Customer concerned about the cost of their internet service with aussie broadband, requesting a review for a more suitable and cost-effective plan.
I'm worried that I might not be getting the best deal on my internet service. Having been a customer of Aussie Broadband for over three years, and with living costs on the rise, I need to ensure that my plan is the most suitable for my requirements. Could Aussie Broadband please assess my account and inform me if there is a more cost-effective option that meets my needs?
Telco

No signal from exchange

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Kieron

Kieron

January 25, 2024

Customer complains about nbn installation delay and lack of signal from the exchange, with a one-month wait for resolution.
New house. NBN installed 28th December but no signal from the exchange. This is after waiting 2-3 weeks to get the install done. Issue with exchange according to technician who did the install. Now apparently have to wait till 25th Jan to resolve. One month to fix issue with exchange??
Telco

Cancelled appointment

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Sean

Sean

January 18, 2024

Customer complains about nbn cancelling appointment last minute, pushing them to the back of the queue and causing a 7-week delay.
NBN cancelled my appointment two hours before they were due to arrive to install FTTP. Rang telco and was informed that there is nothing they can do, as booking the contractors is NBN's scheduling system. This has pushed me to the back of the queue, (for the second time regarding this matter - the technicians basically said too hard on a Friday afternoon when I had my first appointment, so have already waited more than two months for my booking), now I'm told that I will need to wait another 7 weeks. This is unacceptable, why should I go to the back of the queue again because of NBN's poor time management? Given I have taken time off work to be home for the install as requested, and after confirming the appointment multiple times throughout the week prior, including the day before the appointment, this is a very disappointing outcome. According to their website it seems NBNco are happy to fine consumers for missing an appointment or cancelling with less than 36 hours notice, but cannot extend the same courtesy when the roles are reversed. It also very difficult to raise any frustrations as NBN quickly pushes blame onto ISP/Telco, who tell me their hands are tied and they operate within the parameters of NBN's booking system.
Telco

Network / Connection

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Olivia

Olivia

August 17, 2023

I lost everything in a massive flood in my old home with two babies all on my own as I had escaped domestic violence. The whole community stepped in after it was aired on the news what has occurred. 2) we moved into a new property- the front street address is 241 pro Hart Avenue Strathnairn ACT 2615 BUT my driveway around the back (in this new estate there NO property entry from Pro Hart Avenue at the front of house where the mail box is. ALL houses have a back driveway and all garages are accessed from the parallel street that runs behind the front of the house, the back is where our bins are collected and where people enter our home via our driveway etc... That address is 2/24 BERENTS STREET STRATHNAIRN ACT 2615. 3) I have an NBN box internally and externally all turned on, the power and optical lights are green I just need an ISP to actually agree on the address and connect it so that a UNI-D port green light turns on/activates so I can plug my modem in, turn that on and use my NBN WIFI! 4) I contacted NBN CO. Directly and on 9/8/23 they sent me an email telling me to contact a provider (the man I spoke to at NBN co. Actually recommended Aussie Broadband saying they are fast, efficient and great to deal with, so I did so. 5) after hearing nothing for a week other than a reply to one of my MANY emails requesting any updates - Casey from ABB said that NBN CO had registered my address as 2/24 berets street Strathnairn so the provisioning team would be sorting it out and I should be waiting no more than a week total as NBN CO said once they get the request from my chosen ISP, NBN CO take no longer than a single day to get back to the ISP - in this case - Aussie Broadband. And now they had and they had given ABB the correct NBN address. 6) I called ABB last night and explained that other than a sales team member - Jessie - trying to upsell me a mobile phone service I had heard absolutely NOTHING from them. Which is incredibly frustrating. 7) the ABB rep said that after NBN CO had updated the address for ABB to immediately connect for some reason ABB had cancelled the provisioning order and sent it back to sales to start all over again. Multiple times throughout this phone call last night the sales rep told me if he were me he would just choose another provider instead of Aussie Broadband. I found this quite bizarre. He told me to find a new provider many, many many times only increasing my anxiety and when I kept asking why he kept saying this he said “I'm just giving personal advice if I were you I would find a better provider than us”?!!!!! Who says that?!!!! After over one hour on hold AGAIN - he came back and said “if you're really sure you will want to go with us then I'm sorry but it's saying I now have to charge you an extra $300 upfront. So you would be better going with someone else where as Belong will allow me to pay it off each month at $25 a month. At this point it was after 9pm and my sick children so I said I would call back. Now, as I wrote this I have received a call from Aussie Broadband and they say that the NBN serial number on the box internally that I sent them a photo of is actually 1/24 Berents Street Strathnairn 2615 NOT unit 2/24 Berents street but unit 1/24 Berents Street. Aussie broadband will not allow me to pay off the $300 connection.
I lost everything in a massive flood in my old home with two babies all on my own as I had escaped domestic violence. The whole community stepped in after it was aired on the news what has occurred. 2) we moved into a new property- the front street address is 241 pro Hart Avenue Strathnairn ACT 2615 BUT my driveway around the back (in this new estate there NO property entry from Pro Hart Avenue at the front of house where the mail box is. ALL houses have a back driveway and all garages are accessed from the parallel street that runs behind the front of the house, the back is where our bins are collected and where people enter our home via our driveway etc... That address is 2/24 BERENTS STREET STRATHNAIRN ACT 2615. 3) I have an NBN box internally and externally all turned on, the power and optical lights are green I just need an ISP to actually agree on the address and connect it so that a UNI-D port green light turns on/activates so I can plug my modem in, turn that on and use my NBN WIFI! 4) I contacted NBN CO. Directly and on 9/8/23 they sent me an email telling me to contact a provider (the man I spoke to at NBN co. Actually recommended Aussie Broadband saying they are fast, efficient and great to deal with, so I did so. 5) after hearing nothing for a week other than a reply to one of my MANY emails requesting any updates - Casey from ABB said that NBN CO had registered my address as 2/24 berets street Strathnairn so the provisioning team would be sorting it out and I should be waiting no more than a week total as NBN CO said once they get the request from my chosen ISP, NBN CO take no longer than a single day to get back to the ISP - in this case - Aussie Broadband. And now they had and they had given ABB the correct NBN address. 6) I called ABB last night and explained that other than a sales team member - Jessie - trying to upsell me a mobile phone service I had heard absolutely NOTHING from them. Which is incredibly frustrating. 7) the ABB rep said that after NBN CO had updated the address for ABB to immediately connect for some reason ABB had cancelled the provisioning order and sent it back to sales to start all over again. Multiple times throughout this phone call last night the sales rep told me if he were me he would just choose another provider instead of Aussie Broadband. I found this quite bizarre. He told me to find a new provider many, many many times only increasing my anxiety and when I kept asking why he kept saying this he said “I'm just giving personal advice if I were you I would find a better provider than us”?!!!!! Who says that?!!!! After over one hour on hold AGAIN - he came back and said “if you're really sure you will want to go with us then I'm sorry but it's saying I now have to charge you an extra $300 upfront. So you would be better going with someone else where as Belong will allow me to pay it off each month at $25 a month. At this point it was after 9pm and my sick children so I said I would call back. Now, as I wrote this I have received a call from Aussie Broadband and they say that the NBN serial number on the box internally that I sent them a photo of is actually 1/24 Berents Street Strathnairn 2615 NOT unit 2/24 Berents street but unit 1/24 Berents Street. Aussie broadband will not allow me to pay off the $300 connection.
Telco

Network / Connection

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Damian

Damian

August 7, 2023

Telco

Intermittent / Dropouts

I would like to thank Aussie broadband because they have done their best to help but their overhead dealings with NBN Australia has let me down and is now costing me business dollars.
I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Troy

Troy

June 21, 2023

Telco

Communication barrier

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Frances

Frances

Customer seeking resolution and apology from aussie broadband for language barrier with customer service representative in india.
I joined Aussie board band because they said you can talk to an Australian. Tonight and I couldn't understand the woman I was talking to who lives in India

COMPLAINTS RESOLVED THROUGH AJUST

Live Campaign
Telco

Connection delay

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Brian
Connection delay

Brian

May 22, 2024

lightning bold icon

Resolved < 48 hrs

Check icon

Resolved < 1week

Resolved

Telco

Concern about plan cost

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Traci
Concern about plan cost

Traci

April 30, 2024

lightning bold icon

Resolved < 48 hrs

Check icon

Resolved < 1week

Resolved

Telco

No signal from exchange

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Kieron
No signal from exchange

Kieron

January 25, 2024

lightning bold icon

Resolved < 48 hrs

Check icon

Resolved < 1week

Resolved

Telco

Network / Connection

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Olivia
Network / Connection

Olivia

August 17, 2023

lightning bold icon

Resolved < 48 hrs

Check icon

Resolved < 1week

Resolved

Telco

Network / Connection

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Damian
Network / Connection

Damian

August 7, 2023

lightning bold icon

Resolved < 48 hrs

Check icon

Resolved < 1week

Resolved

Telco

Intermittent / Dropouts

I would like to thank Aussie broadband because they have done their best to help but their overhead dealings with NBN Australia has let me down and is now costing me business dollars.
I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Troy
Intermittent / Dropouts

Troy

June 21, 2023

lightning bold icon

Resolved < 48 hrs

Check icon

Resolved < 1week

Resolved

how to raise a complaint with

Aussie Broadband

The best way to resolve an issue with 

Aussie Broadband

Quick Solutions
Prepared by
Aussie Broadband
WE SUGGEST

Despite telcos operating on modern infrastructure, things do occasionally go wrong. Whether you can’t call your partner due to an outage, or you get overcharged on a bill, Ajust is here to make it easy to send your complaint so that you can get a resolution.

We tell you how to make a complaint about your mobile or internet service, whether you're with the big 3 (Telstra, Optus and TPG) or one of the many other smaller players. We also fill you in about the main issues facing telco consumers, like slow internet speeds and dropouts, damage to NBN equipment, faulty installation, poor customer service and delays.

How to complain to

Aussie Broadband

Before making a complaint to the Telecommunications Industry Ombudsman, you must first try to resolve your complaint with your telco. Ajust’s platform guides you through a quick and easy process to ensure that all of the right information is sent to the business to ensure that you get a resolution. Here are some things you can consider before getting started.

01
Describe the issue and how it affected you
Explain what went wrong such as slow internet speeds or an unfair price increase and how the issue has affected you so that your telco understands the impact.
02
Consider how you’d like your telco to resolve your complaint
Help your telco by sharing what they can do to make it up to you, for example a replacement modem or a credit on your next bill.
03
Gather any materials that support your complaint
Make sure you have any files handy that will help your telco understand your complaint, such as a bill or a screenshot of a speed test.
04
Fair and Free
Use Ajust to raise a complaint directly with
Aussie Broadband
Get started. Raise a complaint in 2 minutes. Fast and free
04
Fair and Free
Join our campaign to get
Aussie Broadband
to listen
Help us by adding your complaint to our campaign. The more people we have, the harder it is for them to ignore us!
How to contact
Aussie Broadband
Phone
1300 880 905
Details missing. Help fill in the gaps.
Post
PO Box 3351, Gippsland Mail Centre, VIC, 3841
Details missing. Help fill in the gaps.
Online
https://www.aussiebroadband.com.au/contact/complaint/#preBannerComplaint
Details missing. Help fill in the gaps.
In person
3 Electra Avenue Morwell VIC 3840
Details missing. Help fill in the gaps.
Complaint Policy
https://www.aussiebroadband.com.au/forms/legal/complaints-policy.pdf
Details missing. Help fill in the gaps.

Common issues related to

Aussie Broadband

get heard, get a resolution

Resolving issues with Ajust

Ajust makes complaints easy for consumers and businesses. Our platform resolves complaints in three easy steps!

How Ajust works, user shares their story

Tell your story

You’ve experienced an issue with a business and you want a resolution. Ajust asks the right questions about what happened, so your story gets heard. It only takes a few minutes.

Ajust uses your story to automatically create a complaint. We send your complaint with the right details, to the right place – so you get the right outcome.

Submit your complaint

Ajust uses your story to automatically create a complaint. We send your complaint with the right details, to the right place – so you get the right outcome.

The business responds to your complaint to offer a resolution. If you’re not happy, Ajust helps you escalate your complaint to the ombudsman or switch to a new provider.

Get your resolution

The business responds to your complaint to offer a resolution. If you’re not happy, Ajust helps you explore other options for an outcome.

FAQs

You can also learn more about Ajust here.

Who can use Ajust?

Ajust can be used by any Australian consumer to resolve complaints with any Australian businesses.

How much does it cost?

Nothing! It's free for consumers to use Ajust. Consumers can upgrade to a paid version of our platform if they need to take more action or want to get faster results.

How does Ajust make money?

Consumers and businesses can pay Ajust for extra support to resolve complaints.

Is Ajust independent?

Ajust is an independent business that operates separately from the businesses listed on our website. Our priority is helping consumers resolve their complaints, because we believe that is good for consumers and good for businesses. Ajust is also separate from government, ombudsmen and regulators.

Is it better to complain through Ajust?

Much better! Ajust makes the process easy for you by collecting the right information, sending your complaint to the right place, following up with the business and much more. And it's free for consumers to get started.

Others are resolving complaints with Ajust

Get a resolution for your complaint

We take the effort out of making a complaint. It's fast, fair and free for consumers.

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