Had an issue with Belong? Get a real response.
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 fast:
- 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 resolution you’re seeking (e.g. refund, restore service)
- Your name and contact info
- Mail (slowest): Belong Complaints, Locked Bag 20026, Melbourne VIC 3001. Use 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 Complaints 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)
- Send written confirmation once completed
If delays occur, they’ll 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. Mentioning them in your complaint can help escalate faster:
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 creep 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 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).
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 and to feel like someone cared enough to fix it. - 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. It’s scary feeling stuck and unheard when you rely on your provider for safety and connection. - 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. That was the final straw. - 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 connection for work and my kids’ studies. I’m now considering leaving after years of loyalty. - Shoji
How other consumers Belong complaints got resolved
Broadband speed fix + refund after TIO: A customer experiencing unusably slow speeds was dismissed by support multiple times. After escalating to the TIO, Belong fixed the issue, refunded downtime, and waived cancellation fees.
Overcharging refunded after Fair Trading: 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 senior 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
- Whirlpool Forums – Belong (not official, but useful for community tips)
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 progress easily.
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.
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.