Had an issue with

Aussie Broadband

? Get a real response.

Aussie Broadband customers can lodge complaints easily using these official support methods:

• 📞 Phone: Call 1300 880 905 (7 days a week, 8am–midnight AEST). Ask the rep to log a formal complaint and request a case number.
  
  
• 📝 Online Form: Use the Lodge a Complaint form on the website. Confirmation and case number will be emailed.
  
  
• 📧 Email: Send details to complaints@aussiebroadband.com.au (include account number, contact info, and issue description).
  
  
• 💬 Live Chat: Access via the Contact Us page. Ask the agent to register a complaint and request a reference.
  
  
• 📱 MyAussie App: Log faults or issues in-app; tickets are created automatically.
  
  
• 🏢 In Person: Visit Aussie Broadband HQ (3 Electra Avenue, Morwell VIC) to submit in person.
  
  
• 📮 Mail: Write to PO Box 3351, Gippsland Mail Centre VIC 3841 with account and issue details.
  
  

💡 Tip: Always clearly state you are lodging a complaint (not a “query”) so it’s handled under their formal Complaints Handling Process.

• ⏱ Acknowledgement: Within 2 business days (with a case number issued).
  
  
• 📊 Assessment: Classified as Standard or Urgent:
  
  
  • Urgent = no service, pending disconnection, financial hardship, or vulnerable circumstances (aim to resolve within 2 business days).
    
    
  • Standard = billing, speed, or service issues (initial response within 10 business days).
    
    
• 📣 Updates: Regular contact by phone or email until resolved.
  
  
• ✅ Resolution: Once agreed, actions (credits, fixes, plan changes) are implemented within 5 working days.
  
  
• 🤝 Agreement Required: A case is only closed when you confirm it’s resolved to your satisfaction.
  
  
• 🔄 Escalation: If unhappy, you can request review by a Complaints Manager.
  
  
• 📄 Final Response: If unresolved, Aussie provides a final written response and reminds you of your right to go to the TIO (Telecommunications Industry Ombudsman).
  

1. Internet Outages: Unexpected downtime causing frustration.
   
   
2. Slow Speeds: Plan speeds not matching performance, especially at peak times.
   
   
3. Dropouts: Intermittent or unstable service requiring repeated resets.
   
   
4. Customer Service Delays: Long wait times or emails not returned promptly.
   
   
5. Billing Issues: Incorrect charges, refunds not applied, or post-cancellation billing.
   
   
6. NBN Installation Delays: Missed technician appointments or provisioning issues.
   
   

💡 Pro Tip: Keep speed test logs, billing statements, and outage times. Having evidence speeds up complaint resolution.