Had an issue with

Exetel

? Get a real response.

Fastest ways to lodge Exetel complaints and reach Exetel customer service:

• Call Exetel Support: 1300 692 140 (Mon–Fri 8:30am–9:00pm, weekends 10:30am–6:30pm AEST). State you’re lodging a complaint, explain the issue, and ask for a reference number. Many simple matters are fixed on the spot.
  
  
• Live Chat (daily, incl. public holidays, 9:00am–9:00pm AEST): Start a real-time chat via Exetel’s Support page for a written record and quick back-and-forth.
  
  
• Email: complaints@exetel.com.au. Include your account number, contact details, and screenshots/docs. Exetel acknowledges within 2 business days (often sooner).
  
  
• Online Complaint Form: Use “Lodge a Complaint” on Exetel’s site. You’ll receive on-screen/email confirmation and can check complaint status with your reference number.
  

Choosing a method: For urgent/time-sensitive issues (service down, imminent billing due), use phone or live chat. For a documented trail, use email or the web form. Exetel can arrange translator/relay services if needed.

• Immediate triage (phone/chat): The agent confirms it’s a complaint, records details, and tries to resolve at first contact. If not possible, they escalate to a manager during the call.
  
  
• Case manager (email/form/mail): Within 2 business days, a case manager contacts you and remains your single point of contact.
  
  
• Complaint reference number: Provided for tracking and faster follow-ups (keep it handy).
  
  
• Resolution timeframes: Target is within 10 working days; many straightforward issues resolve within 24–48 hours. If more time’s needed (e.g., NBN Co involvement), Exetel explains why and gives an updated timeframe, including your right to go to the TIO if delays are significant.
  
  
• Updates & communication: You’ll receive proactive updates. You can also ring 1300 692 140 quoting your reference for status.
  
  
• Urgent complaints: For imminent disconnection, serious health/safety, or financial hardship, Exetel fast-tracks, aiming to propose and (if agreed) implement a fix within 2 working days.
  
  
• Resolution & closure: Exetel outlines the fix (credit, fault repair, account change). You decide when it’s satisfactory. Once you accept, they implement within 5 working days and can confirm in writing.
  
  
• No penalty for complaining: Your service won’t be disconnected just because you lodged a complaint or went external.
  

• Slow/unreliable speeds & dropouts: Speeds below plan or peak-time congestion; Wi-Fi/router or NBN infrastructure issues.
  
  
• Billing & account issues: Surprise charges, 30-day cancellation notice leading to an extra month billed, refund delays.
  
  
• Customer service follow-through: Multiple contacts needed or promised callbacks not received.
  
  
• Contract/plan changes: Promo expiry bill jump, hiccups moving to a new plan/hardware (e.g., modem performance).