Had an issue with Exetel? Get a real response.
How to submit a complaint with Exetel
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.
Common complaints against Exetel
- 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).
Complaints submitted through Ajust
I tried to move to Exetel but changed my mind a couple of days later and stayed with my old provider. Even though I never used Exetel’s service, I was told I might still be charged because of their 30-day policy. After a stressful call that ended abruptly, I was left confused and worried about another bill I shouldn’t owe. - Francesco
I’ve been charged since December 2023 for a service that was never activated. I’ve chased Exetel multiple times, by phone and email, and still haven’t heard back from a manager. It’s incredibly frustrating to keep paying for something I never received, and I’m simply asking for the full refund I’m entitled to. - Carolyn
My TV signal completely disappeared and the internet slowed to a crawl, even though I’m paying $100 a month for a fibre connection through Opticomm. I went through all the resets and cable checks myself, but nothing improved. It feels unfair to get such poor performance while being left stuck between Exetel and the network operator. - Richard
I cancelled my order because the setup was taking too long, yet Exetel still sent the modem and charged my account. They refunded me, but then left me waiting twice for someone to collect the modem, and now my emails aren’t being answered. I’m stuck storing equipment I didn’t want while chasing a response that never comes. - Amy
How other consumers Exetel complaints got resolved
Plan upgrade stuck → fixed after escalation: An online change failed. After repeated chats, a manager escalated to tech, corrected the account, and the customer got the new plan/speeds.
Outage overnight → restored with proactive updates: Reported via app/chat, flagged as an area outage. Service restored by morning with confirmations.
Surprise final bill (30-day notice): A customer switched providers without giving formal notice and was billed for the notice period.
- Ask for a senior manager: Request a senior complaints manager if progress stalls. Exetel acknowledges escalations within 5 working days (or 2 days if urgent).
- Telecommunications Industry Ombudsman (TIO): If unresolved or delayed unreasonably, contact the TIO (free, independent). The TIO gives Exetel a short deadline to resolve and can make binding determinations.
- ACMA/other avenues: ACMA oversees complaint standards; ACCC/Fair Trading handle broader consumer law issues. For personal resolution, TIO is the most effective path.
- Telecommunications Industry Ombudsman (TIO): 1800 062 058 • tio.com.au – lodge online or by phone (interpreters available). Keep your Exetel reference number and desired outcome ready.
- ACMA: Regulates telco compliance (complaints handling standard). Not for individual dispute resolution but monitors systemic issues.
- ACCC / State Fair Trading: For misleading conduct/unfair terms; they’ll usually direct telco service disputes to the TIO first.
- Phone: 1300 692 140 (Support/Complaints)
- Live Chat: via the Exetel Support page (9:00am–9:00pm AEST daily, incl. public holidays)
- Email: complaints@exetel.com.au (acknowledged within 2 business days)
- Online Form: Lodge a Complaint (track with your reference number)
- Postal: Exetel Complaints, Level 9, 12 Shelley Street, Sydney NSW 2000
- Complaints Handling Policy: Exetel’s full process, timeframes, and escalation rights
- Telecommunications Industry Ombudsman: tio.com.au • 1800 062 058
Exetel Complaints FAQs
What’s the quickest way to lodge an Exetel complaint if my internet is down?
The fastest way to lodge an Exetel complaint during an outage is to call or use live chat so the issue is triaged immediately. These real-time channels let you explain what’s happening, get a reference number, and often receive a fix or escalation on the spot. If you need a written record, you can follow up via email or the online complaint form once the service is stable, but phone or chat gives you the fastest path to action.
How long does Exetel usually take to resolve a complaint?
Exetel aims to resolve most complaints within 10 working days, with many simple issues fixed within 24–48 hours. A case manager keeps you updated and explains delays, especially if NBN Co is involved. If your matter is urgent—like disconnection risks or hardship—they fast-track it and aim to propose a fix within two working days. Keeping your reference number handy helps you get quicker updates when checking progress.
What should I do if Exetel keeps giving me the runaround?
If Exetel isn’t progressing your complaint, ask for a senior complaints manager and request clear next steps using your reference number. Exetel must acknowledge escalations within five working days, or two if your situation is urgent. If delays continue or you feel ignored, you can take the issue to the Telecommunications Industry Ombudsman for a free, independent review. The TIO sets strict deadlines that usually speeds up a final resolution.
When should I take an Exetel complaint to the TIO?
You should go to the TIO when Exetel has had a fair chance to fix the issue but hasn’t resolved it or keeps delaying without clear timeframes. The TIO is most useful for billing disputes, stalled complaints, unresolved technical issues and cases where you can’t get a meaningful response. Before lodging, have your Exetel reference number and your desired outcome ready so the TIO can fast-track the assessment and set deadlines for Exetel to respond.
You’ve done your part, now it’s time to hold Exetel accountable.
Take the final step and submit a complaint that gets seen and responded to.