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Sumo (Telco)
partners with Ajust

Sumo (Telco)
Complaints

The best way to resolve complaints with
Sumo (Telco)

Sumo Australia is a telecommunications company that provides a range of services, including mobile phone plans, home internet, and NBN. The company is committed to providing excellent customer service and has a dedicated complaints handling team that is available 24/7. Sumo Australia aims to resolve all complaints quickly, and will keep customers informed of the progress of their complaint throughout the process.

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Sumo (Telco)

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Sumo (Telco)

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Sumo (Telco)

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Sumo (Telco)
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COMPLAINTS SENT THROUGH AJUST

Live Campaign
Telco

Fees / Payments

NA
I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Hermalyn
Fees / Payments

Hermalyn

August 15, 2023

Outcome Sought

Apology

Compensation

Other

Telco

Relocation fee dispute

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Vicki
Relocation fee dispute

Vicki

Stress, inability to work from home

Outcome Sought

Apology

Compensation

Other

Consumers who are asking

Sumo (Telco)

To Listen

Live Campaign
Do you manage complaints for
Sumo (Telco)
?
Telco

Fees / Payments

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

Hermalyn

August 15, 2023

Fees / Payments
Telco

Relocation fee dispute

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

Vicki

Customer seeks refund of relocation fee and apology from sumo (telco) due to lack of clarity and poor customer service during relocation process.
When encouraged to enter a 2-year bundle contract Feb 2023 I explained to a Sumo representative that I was not keen because I would probably be relocating within the 2 years. I was assured the relocation of my energy and telco services would be seamless. When I called Sumo to change my address details in the last week of May this year for a move not far from my original address it was not made clear to me that the relocation of my internet services would be complicated without a black box at the new address and that it was imperative for me to check this information before the move. In the week of the move, I received a message about reactivation which I did not respond to until the day of the move. During the phone call to Sumo, it was apparent that my new location details had not been updated which took some time to resolve. Then when I had to explain several times to the Sumo rep that I could not find a black box at my new address, she informed me that it could take up to 10 days or more before I would have internet access. When I became upset because of the impact to my ability to work from home and at the lack of clarity provided around the issue when I first made contact with Sumo to relocate, her response was "whose decision was it to relocate?" A highly inappropriate response in a very stressful situation. I ended the call then the rep called back saying there would be a relocation fee because there was no black box at my new address. I have been asking Sumo to waive the fee for a month. When I spoke to a supervisor Wednesday 12th June to connect the black box and asked if there would be a charge for "this" a number of times she assured me there wouldn't be. When I called a few days later to connect the internet and asked for assurance again that I would not be charged a relocation fee I was advised that the only way Sumo would waive the fee was if I agreed to extend my contract. I responded that this was unconscionable and a form of economic duress. When I suggested I would contact the Ombudsman, the supervisor's response was that "in that case Sumo would not investigate the matter any further". I explained that this was also unconscionable. The number of calls and wait times along with the nature of communication from Sumo's representatives around this issue has caused much stress. They have subsequently charged via my direct debit for the relocation fee. I would like the fee refunded.

COMPLAINTS RESOLVED THROUGH AJUST

Live Campaign
Telco

Fees / Payments

NA
I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Hermalyn
Fees / Payments

Hermalyn

August 15, 2023

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Resolved < 48 hrs

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Resolved < 1week

Resolved

how to raise a complaint with

Sumo (Telco)

The best way to resolve an issue with 

Sumo (Telco)

Quick Solutions
Prepared by
Sumo (Telco)
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

Sumo (Telco)

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
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Sumo (Telco)
Get started. Raise a complaint in 2 minutes. Fast and free
04
Fair and Free
Join our campaign to get
Sumo (Telco)
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
Sumo (Telco)
Phone
13 88 60
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Post
PO Box 5329 South Melbourne, VIC 3205
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Online
https://www.sumo.com.au/contact-us/
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In person
N/A
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Complaint Policy
https://www.sumo.com.au/wp/wp-content/uploads/2021/09/Sumo_complaint_handling_process.pdf
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Common issues related to

Sumo (Telco)

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.

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