Had an issue with Superloop? Get a real response.
How to submit a complaint with Superloop
Something gone wrong with your Superloop internet, phone or service? You can lodge a complaint with Superloop in Australia by online form, email, phone or post. The online form is the fastest route, and whichever channel you pick, write down your complaint reference number — you'll need it to follow up or escalate.
Online Complaint Form (Recommended)
- Go to the Superloop complaint form and select "I'd like to submit a complaint".
- Have ready: your personal and contact details, your Superloop account number, a clear description of the issue, and your desired outcome (refund, bill correction, service fix).
- You'll receive a unique complaint reference number so you can track progress.
- Send your complaint to complaints@home.superloop.com.
- Include your account number and reference number (if you have one) so the team can find your account fast.
Phone
- Call the Superloop customer service number on 1800 578 737 to lodge a complaint verbally.
- Ask the agent to record it as a formal complaint and to give you a reference number.
Post
- Write to: Superloop, Level 19, 11 Waymouth Street, Adelaide, SA 5000.
Superloop handles complaints under its Residential Complaints Handling Policy. Here's what to expect once your complaint is in.
- Acknowledgement — Superloop logs your complaint and issues a case/reference number, usually confirmed by email or written notice.
- Review — A team member reviews your account, bills, speed tests, screenshots and prior correspondence to work out what went wrong.
- Response and resolution — Superloop explains its findings and offers a remedy where appropriate: a bill correction, refund, account credit, service fix, or a clear written explanation.
- Timeframe — Superloop aims to resolve complaints within 30 calendar days of receipt. Urgent cases (for example, a vulnerable customer reliant on the service, or imminent disconnection) get expedited handling.
- Who helps — Standard complaints go through the support team. Complex or unresolved issues can be escalated internally to a manager or specialist complaints team for formal review.
If Superloop can't meet a deadline, it should keep you informed and explain the delay.
Common complaints against Superloop
Drawing on ProductReview.com.au (broadly positive overall), Trustpilot and Whirlpool Forums, the issues that come up most often cluster around billing and escalation friction.
Billing Errors
- Incorrect charges and difficulty getting wrongful charges refunded.
- Arrears notices sent to accounts that are actually in credit, linked to a newer statement system.
Price Increases
- Long-term customers report steady rate rises over time.
- Some say the increases have prompted them to consider switching providers.
Outages and Connection Reliability
- Dropouts, high latency and packet loss affecting day-to-day use.
- Some customers report it took a long time to get faults escalated to NBN.
Migration and Service Gaps
- Customers switching providers caught out by undisclosed connection gaps.
- One reported nearly three days without internet during a transfer.
Customer Service Experience
- Slow phone response times and difficulty escalating.
- A sense that some agents read scripts rather than solving the problem.
Setup and Equipment Issues
- Being charged for a modem that wasn't supplied.
- Then being asked to provide proof of the error.
Superloop complaints submitted through Ajust
How other consumers Superloop complaints got resolved
Outage Refund Secured
A customer hit by a service outage complained about the lost connectivity. Superloop offered a 50% refund for the affected month.
Tip: Document the outage dates and ask directly for a pro-rata refund.
Billing Arrears Glitch Fixed
A customer got repeated arrears emails despite their account being in credit, caused by a new statement system misallocating the balance. A named Superloop representative worked through it and resolved the error.
Tip: Post or send your full account context to get a named rep engaged faster.
Migration Downtime Compensation
A customer switching from Exetel was promised a seamless transfer but lost internet for nearly three days. They requested compensation for the downtime and the mobile data they had to buy.
Tip: Quantify your actual loss — days offline plus data costs — to back a concrete compensation request.
If your first response from Superloop doesn't resolve things, escalate in a clear, documented sequence.
Step 1 — Request Internal Escalation
- Ask for your complaint to be escalated to a manager or the specialist complaints team for formal review.
- Reference your original complaint number and timeline.
Step 2 — Keep Your Evidence Together
- Maintain a single trail of receipts, screenshots, speed tests, emails and any written responses.
Step 3 — Request a Written Outcome
- Ask Superloop to confirm its final position in writing — this is what the ombudsman will want to see.
Step 4 — Set a Deadline
- If there's still no satisfactory response, state that you intend to escalate externally to the TIO.
- Escalation contacts: 1800 578 737 | complaints@home.superloop.com
As a telco, Superloop falls under the Telecommunications Industry Ombudsman (TIO) — a free, independent dispute-resolution service for phone and internet complaints in Australia.
- Telecommunications Industry Ombudsman (TIO) — Free and independent. Lodge online via the TIO complaints page or the TIO online complaint form. Phone 1800 062 058.
- When to use the TIO — Contact the TIO after giving Superloop a reasonable chance to resolve your complaint. The TIO generally allows the provider 10 business days to work with you before investigating further.
- ACMA (Australian Communications and Media Authority) — Sets telco rules and complaint-handling standards: acma.gov.au.
- ACCC — Covers consumer guarantees and misleading conduct: accc.gov.au.
- State Fair Trading / Consumer Affairs — Handles general consumer rights matters.
- Residential Complaints Handling Policy — Superloop's full process and timeframes. View the PDF.
- Superloop Contact / Support — Main support hub for home customers. superloop.com/contact.
- Superloop Business Support — Contact options for business accounts. superloop.com/business/contact.
- Payment / Hardship Assistance — Help if you're struggling to pay. superloop.com/assistance.
- Critical Information Summary (NBN) — Plan terms and key details. View the CIS PDF.
Superloop Complaints FAQs
How long does Superloop take to resolve a complaint?
Superloop aims to resolve complaints within 30 calendar days of receiving them. Urgent cases, such as a vulnerable customer reliant on the service or facing imminent disconnection, are expedited. If Superloop can't meet a deadline, it should keep you informed and explain the delay, so note the date you lodged and follow up if you hear nothing.
What's the fastest way to lodge a complaint with Superloop?
The fastest way to lodge a Superloop complaint is the online form at superloop.com/lodge-a-complaint, which issues a unique reference number for tracking. Before you start, have your account number, a clear description of the issue, and your desired outcome ready, such as a refund or bill correction. You can also call 1800 578 737 or email complaints@home.superloop.com.
Can I take my Superloop complaint to the ombudsman?
Yes, as a telco Superloop falls under the Telecommunications Industry Ombudsman (TIO), a free and independent service. Give Superloop a reasonable chance to resolve things first, as the TIO generally allows the provider 10 business days before investigating. Lodge online at tio.com.au/complaints or call 1800 062 058, and have your written final response ready.
What evidence should I keep to support a Superloop complaint?
Keep a single trail of bills, speed tests, screenshots, outage dates, emails and any written responses from Superloop. This evidence helps you back a specific request, such as a pro-rata refund for an outage or compensation for migration downtime. Quantifying your actual loss, like days offline plus extra data costs, makes a concrete claim harder to dismiss and is what the TIO will want to see.
You’ve done your part, now it’s time to hold Superloop accountable.
Take the final step and submit a complaint that gets seen and responded to.