Had an issue with Aussie Broadband? Get a real response.
Aussie Broadband is an internet and telecommunications provider in Australia offering a range of internet and phone plans. Aussie Broadband prides itself on its local support teams with all customer service call centres based in Australia.
Complaints can be submitted via phone, email, an online form, through live chat, or in person (by appointment). Upon contacting Aussie Broadband your complaint will be classified as urgent or standard, but both are likely to be resolved within 10 business days. Examples of urgent complaints are service outages and financial hardship cases, while standard complaints involve issues like billing or internet speed issues.
Customers shouldn't hesitate to contact Aussie Broadband about problems with their service, like network speeds or drop outs, internet outages, or slow customer service response times. Aussie Broadband's experts are also readily available to walk customers through any technical issues they might be encountering, solving potential complaints before they happen.
That said, if Aussie Broadband is unable to fix your issue, customers hold the right to escalate to a complaints manager, or to take their problem to an external body like the Telecommunications Industry Ombudsman (TIO).
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 representative to log a formal complaint and request a case number.
- Online Form: Use the Lodge a Complaint form on the website. A confirmation and case number will be emailed.
- Email: Send details to complaints@aussiebroadband.com.au (include your account number, contact info, and description of the issue).
- Live Chat: Access via the Contact Us page. Ask the agent to register a complaint and request a reference number.
- MyAussie App: Log faults or issues in-app. Tickets are created automatically.
- In Person: Visit Aussie Broadband HQ to submit in person (by appointment only).
- Mail: Write to PO Box 3351, Gippsland Mail Centre VIC 3841 with your account details and a description of your issue.
Tip: Always clearly state you are lodging a complaint (not a “query”) so it’s handled under their formal complaints process.
- Acknowledgement: Within 2 business days (with a case number issued).
- Assessment: Complaints are 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 upon, 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 a 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 bills post-cancellation.
- NBN Installation Delays: Missed technician appointments or provisioning issues.
Tip: Keep speed test logs, billing statements, and outage times. Having evidence speeds up the resolution of your complaint.
Aussie Broadband 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 Mbps 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. The issue was traced to the user's router settings and fixed, leaving speeds better than before.
Missed NBN Appointments: After repeated no-shows for an installation appointment, 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.
- 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
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.