Had an issue with Belong? Get a real response.
Belong is a mobile and internet service provider in Australia offering competitive prices and leveraging the Telstra 4G and 5G network.
Complaints of slow speeds, service outages, SIM porting issues, slow or unresponsive support staff, and billing issues are all things customers may choose to complain to Belong about. For quick action, contacting Belong via live chat is the fastest option, and a live agent can be requested during support hours. For more general support, emailing or phoning Belong on its dedicated complaints lines are the best options.
Most complaints will be resolved by Belong within 10 business days, although urgent issues can be turned around much quicker, typically in a couple of days. The process will be faster if you include your contact information, any reference numbers or previous communications with Belong, and a clear description of the issue (with photos or video where relevant).
If your complaint hasn't been resolved within 30 days, its advised you move to escalate it, either internally by requesting a manager's review, or to the Telecommunications Industry Ombudsman (TIO). Following up persistently with Belong can pay off, or you can hand it over to Ajust to do the leg work for you.
How to submit a complaint with Belong
If you're dealing with slow internet, billing errors, or poor support from Belong, here’s how to take action:
- Live Chat (fastest): Head to Belong Support and click “Let’s chat” to message a support agent directly.
- Phone (general support): Call 1300 235 664, available 8am–8pm, 7 days.
- Complaints Phone Line: Lodge formal complaints by calling 1800 865 028 (Mon–Fri, 9am–5pm). Ask for your complaint reference number.
- Email: Send full details to complaints@belong.com.au. Include:
- Your name and contact info
- Account or service (internet/mobile)
- A clear description of the issue
- Any reference numbers or previous tickets
- The outcome you’re seeking (e.g. refund, restore service)
- Your name and contact info
- Mail (slowest): Belong Complaints, Locked Bag 20026, Melbourne VIC 3001. Use this only if email or phone isn’t possible.
Once submitted, Belong will confirm receipt and give you a case reference number.
Your complaint is assigned to a dedicated case manager who will be your main contact throughout the process.
Belong’s standard resolution targets:
- Most complaints: resolved within 10 business days
- Urgent issues (e.g., no service or financial hardship): resolved in 2 business days
Your case manager may contact you for more information and will provide updates.
Once resolved, Belong will confirm the proposed solution (e.g. refund, fix, explanation), action it within 5 days (or 2 days for urgent issues), and send written confirmation once completed.
If delays occur, Belong will inform you of the revised timeline. If your complaint remains unresolved after 30 calendar days, they must notify you of your right to escalate to the Telecommunications Industry Ombudsman (TIO).
Common complaints against Belong
These are the most reported issues from Belong customers:
Internet Speed & Reliability
Frequent dropouts, slow speeds, or multi-day outages. Explain when it happens and how it affects your day (e.g. working from home, streaming, video calls).
Customer Service Issues
Long wait times, scripted replies, and repeated troubleshooting. Many customers report being passed between teams without real progress.
Billing Problems
Unexpected charges, charges after cancellation, or price increases over time. Common issues include:
- Being charged after your account is closed
- Price increases without clear notice
- Strict disconnections if you’re just days late on payment
Mobile SIM or Porting Issues
Delays when switching to Belong, failed SIM activation, or patchy Telstra-network coverage. These often require coordination with other carriers and can take time. Flag your complaint as urgent if it affects safety or access.
Account or App Glitches
Login errors or account info not displaying correctly. Attach screenshots if you’re submitting by email.
Tip: Be clear and direct. Include what’s wrong, what you’ve already tried, and what resolution you expect (refund, fix, explanation).
Belong complaints submitted through Ajust
The internet at my place kept dropping out for months, and every time I called, I was told it was the NBN and to wait. It’s been so disruptive trying to work and live with constant interruptions and no clear updates. I just wanted a reliable service. - Anna
I’ve been with Belong for years and can’t believe how unreliable it’s become. The service cuts out all the time, and when I needed my phone most, it got disconnected without warning. - Teegan
I moved house and was promised a technician would finish my installation. Months later, no one showed up, and then I was told my address couldn’t even get internet. After waiting weeks, I switched to another provider who connected me in a day. - Julie
I called support multiple times about my internet being down for days, but the service only got worse. No one seemed to understand the issue, and I was left without internet for work and my kids’ studies. I’m now considering leaving after years. - Shoji
How other consumers Belong complaints got resolved
Broadband speed fix: A customer experiencing slow speeds was dismissed by support multiple times. After escalating to the TIO, Belong fixed the issue, refunded them for the downtime, and waived cancellation fees.
Overcharging refund: A customer reported months of incorrect billing. After raising it with NSW Fair Trading, Belong refunded the overcharged amount.
SIM activation fixed via social media: A mobile customer’s SIM stopped working. They contacted Belong via Facebook Messenger, and a rep fixed the issue the same day.
Ask for escalation
If you’re not happy with the proposed solution, request an internal review. A supervisor or specialist will re-assess your complaint - usually within 5 business days (or 2 days if urgent).
Contact your case manager directly
Use the contact details they provided. If they’re unresponsive, call 1800 865 028 and quote your reference number.
Follow up persistently
If a deadline passes without action, follow up by phone or email. Mention the delay and request a new ETA, or another escalation.
Try official social channels
Contact Belong via their verified Facebook or Twitter/X accounts. Include your case number and a short explanation. Many customers report faster responses from social media reps.
Telecommunications Industry Ombudsman (TIO)
If it’s been 10 business days and your complaint still isn’t resolved (or the outcome isn’t fair) you can lodge a complaint with the TIO.
- Visit: tio.com.au
- Call: 1800 062 058
TIO will assess the situation and contact Belong directly to ensure your case is properly resolved.
ACCC & Fair Trading
For breaches of consumer law (like false advertising or systemic billing issues), contact:
- ACCC – National consumer rights regulator
- State-based Fair Trading/Consumer Affairs
These agencies may take action if there are repeated or serious breaches.
- Belong Support & Chat
- complaints@belong.com.au
- 1800 865 028 (Complaints line, Mon–Fri, 9am–5pm)
- 1300 235 664 (General line, 8am–8pm, 7 days)
- TIO Complaint Portal
- ACCC Consumer Help
- Belong Privacy Terms
Belong Complaints FAQs
How can I submit a complaint to Belong quickly?
The fastest way to lodge a complaint with Belong is via live chat on the Belong Support page. You can also call 1800 865 028 (Mon–Fri, 9am–5pm) or email complaints@belong.com.au. Include your contact details, account info, and what resolution you’re seeking. Belong will confirm receipt and provide a case reference number so you can track its progress.
How long does Belong take to resolve complaints?
Belong aims to resolve most complaints within 10 business days. Urgent issues like service outages or financial hardship are handled within 2 days. Your dedicated case manager will update you on progress and revised timelines if delays occur. If a complaint remains open after 30 days, you’re entitled to escalate it to the Telecommunications Industry Ombudsman (TIO) for faster resolution.
What are the most common complaints Belong customers report?
Frequent Belong complaints include slow internet, billing errors, poor customer service, and mobile SIM issues. Other common frustrations are being charged after cancellation, repeated troubleshooting loops, or login glitches. Clearly explaining how these issues affect you (such as work or safety impacts) can help your complaint get prioritised faster.
What can I do if Belong doesn’t resolve my complaint?
If Belong hasn’t resolved your complaint after 10 business days or the outcome seems unfair, escalate to the Telecommunications Industry Ombudsman (tio.com.au or 1800 062 058). You can also contact Fair Trading or the ACCC for serious or repeated issues like overcharging or false advertising. Keep your case reference number handy to speed up the review process.
You’ve done your part, now it’s time to hold Belong accountable.
Take the final step and submit a complaint that gets seen and responded to.