Had an issue with Aussie Broadband ? Get a real response.
How to submit a complaint with Aussie Broadband
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).
- Urgent = no service, pending disconnection, financial hardship, or vulnerable circumstances (aim to resolve within 2 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).
Common complaints against Aussie Broadband
- Internet Outages: Unexpected downtime causing frustration.
- Slow Speeds: Plan speeds not matching performance, especially at peak times.
- Dropouts: Intermittent or unstable service requiring repeated resets.
- Customer Service Delays: Long wait times or emails not returned promptly.
- Billing Issues: Incorrect charges, refunds not applied, or post-cancellation billing.
- 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.
Complaints submitted through Ajust
After repeated internet dropouts, I’ve started to wonder what I’m paying extra for. My connection keeps cutting out right when I need it for work, and prices keep rising. When I asked Aussie for a small credit for the downtime, it felt like I was talking to a wall. All I want is fair treatment for unreliable service. - Greg
Our fibre upgrade turned into weeks without internet. The technicians left without finishing, and Aussie kept giving conflicting updates. Working from home without a connection isn’t just inconvenient—it’s impossible. It shouldn’t take multiple calls to get the basics right. - Brian
I’d been on a payment plan because I’m caring for family and trying to stay afloat. Even after making payments, I still got disconnection threats and no call back from support. It’s hard enough managing life—being treated like a number makes it worse. - Allison
After moving from Telstra to Aussie Broadband, I was promised better performance. Instead, my speeds dropped dramatically in half the house, and support just said there was nothing they could do. You shouldn’t have to downgrade your experience after switching providers. - Craig
How other consumers Aussie Broadband complaints got resolved
Speed Upgrade Fix: A customer’s slow 100/20 plan was solved by upgrading to 250/25 Mbps after an Aussie rep analysed usage.
Persistent Dropouts: A customer’s unstable connection was resolved after a 2.5-hour troubleshooting session. Issue traced to router settings and fixed, leaving speeds better than before.
Missed NBN Appointments: After repeated no-shows, Aussie escalated to NBN, secured a senior tech, and provided bill credits for the inconvenience.
- Internal Escalation: Ask to speak with a Complaints Manager if your issue isn’t progressing.
- TIO (Telecommunications Industry Ombudsman):
- Website: tio.com.au/complaints
- Phone: 1800 062 058
Free, independent review. TIO can direct Aussie to fix, refund, or compensate.
- Website: tio.com.au/complaints
- ACCC & Fair Trading: For misleading conduct or unfair contract terms, report to the ACCC or your state Fair Trading agency.
💡 Aussie generally resolves before it gets to the TIO, but knowing your rights ensures you’re never stuck.
- TIO: Independent telecom ombudsman for unresolved complaints.
- ACMA: Ensures providers comply with the Telecommunications Consumer Protections (TCP) Code.
- ACCC: Enforces consumer law – unfair contract terms or misleading advertising.
- Fair Trading (State): Local consumer protection for unresolved service or billing issues.
- 📞 Phone: 1300 880 905 (8am–midnight, 7 days).
- 📧 Email: complaints@aussiebroadband.com.au
- 📝 Lodge a Complaint Online
- 📱 MyAussie App – iOS / Android
- 📮 Postal Address: PO Box 3351, Gippsland Mail Centre VIC 3841
- ⚖️ TIO – Lodge a Complaint
- 📑 Aussie Broadband Complaints Policy PDF
Aussie Broadband Complaints FAQs
How do I submit a complaint to Aunt Betty the fastest way?
The quickest way to submit a complaint to Aunt Betty is by calling their 24/7 helpline at +61 2 8357 1165. Phone agents can locate your booking immediately if you provide your Aunt Betty reference, passenger names, and receipts. For written records, follow up via their online contact form or email assist@auntbetty.com so your case is officially logged and trackable.
What happens after I file a complaint with Aunt Betty?
Once you submit a complaint, Aunt Betty logs your case and provides a reference ID. Simple issues are resolved within 48 hours, while airline refunds can take up to 12 weeks. The Customer Care team updates you via email or phone, and you’ll receive written confirmation of your outcome—refund, reissue, or explanation. Always keep your case ID handy for faster follow-ups.
How can I escalate my Aunt Betty complaint if I’m not getting results?
If delays persist, ask for a supervisor or case manager. You can also contact Flight Centre Customer Relations at 1800 117 747 or via their feedback form. If internal escalation stalls, lodge a free dispute through ATAS or contact your state Fair Trading office. Keep all evidence, emails, and your case ID for smooth escalation.
Why do some Aunt Betty refunds take so long?
Refund delays usually occur because airlines control the release of funds, which can take up to 12 weeks. Aunt Betty must wait for the airline to process the refund before transferring it to you. Submitting all documents early, tracking your case ID, and following up after quoted timeframes helps speed up your refund process.
You’ve done your part, now it’s time to hold Aussie Broadband accountable.
Take the final step and submit a complaint that gets seen and responded to.