Had an issue with iPrimus? Get a real response.
How to submit a complaint with iPrimus
Lodging a complaint with iPrimus is straightforward, with several channels available:
- Phone (Fastest): Call 1300 85 85 85 to speak with a support rep directly. Clearly state it’s a complaint and ask for a reference number.
- Online Form: Head to the iPrimus website, locate the “Complaints” or “Feedback” section, and fill in the online complaint form. You’ll get a confirmation via email.
- Email: Send your issue to their dedicated complaints inbox (e.g. customer.relations@iprimus.com.au). Include your account number, contact details, and any supporting evidence.
- Written Mail: While slower, you can mail your complaint to their physical address (visit iPrimus' website for details). Mark it as “Complaint” and include all relevant documents.
🛑 No in-store support: iPrimus doesn’t have physical service stores - use the above channels directly.
Here’s what you can expect once your complaint is submitted:
- Acknowledgement & Assignment
Phone complaints are acknowledged immediately; email/online forms usually within 1–2 business days. A case manager will be assigned to your issue and become your key contact. - Investigation & Communication
Your case manager will investigate using your account info, service logs, and any documentation you provided. Expect updates via your preferred method (email/phone). - Resolution Timeline
Most issues are resolved within 10 business days. Complex cases may take up to 15 days, in line with industry standards. You’ll be informed of any delays. - Outcome & Closure
Once resolved, iPrimus will contact you with the proposed fix. This might include a refund, fee waiver, account correction, or technical resolution. If you agree, the issue is closed and documented.
Stay in control: You can ask for updates or clarity at any stage.
Common complaints against iPrimus
Understanding the most common issues helps you prepare and fast-track a solution:
- 📉 Internet Speed & Dropouts
Frequent outages or slow speeds are a top frustration. iPrimus may dispatch technicians, adjust settings, or liaise with NBN Co to resolve it. - 💸 Billing Errors or Unexpected Charges
You might spot plan discrepancies, double charges, or charges after cancellation. iPrimus can audit and refund errors upon complaint. - 📞 Poor Customer Service
Long hold times, inconsistent advice, or no callbacks are common pain points. Complaints often lead to a dedicated case manager and clearer communication. - ⚙️ Delayed Installations or Transfers
Moving house or signing up for new service? Delays in activation or missed appointments can happen. iPrimus may expedite services or offer interim fixes like wireless backup.
🧠 Pro tip: The more clearly you describe your issue, the faster they can apply a proven fix.
Complaints submitted through Ajust
How other consumers iPrimus complaints got resolved
Refund for Billing Add-on Error: A customer spotted charges for an unwanted service add-on. After lodging a complaint, iPrimus quickly refunded the full amount and confirmed removal of the extra feature.
Slow Speeds Fixed After Technician Visit: A customer struggled with unusable internet at night. Escalating the complaint brought a specialist who found faulty wiring - once fixed, speeds returned to normal, and a goodwill credit was issued.
Cancellation Fee Waived After Dispute: A post-contract cancellation triggered a surprise fee. The customer raised a formal complaint, showed their records, and iPrimus reversed the fee and adjusted the final bill.
Still unresolved? Here’s how to escalate within iPrimus:
- Ask for a Supervisor or Manager
Politely request escalation if your issue isn’t progressing. Reference your complaint number and previous contacts. - Speak to the Resolutions Team
Ask to be transferred to the Customer Relations Team. This team has the authority to reassess and resolve tougher cases. - Set Expectations
Ask: “When should I expect an update?” Document agreed timelines and follow up if they lapse. - Follow Up in Writing
After every escalation call, send a short confirmation email noting the discussion, who you spoke to, and what was promised. - Request Final Review
If still unresolved, request a final internal review. This might trigger a senior-level reassessment - often leading to a better outcome.
🧠 Tip: Staying calm, detailed, and constructive increases your chances of success during escalation.
💼 Telecommunications Industry Ombudsman (TIO)
If iPrimus hasn’t resolved your complaint within a fair timeframe, or you’re unhappy with the final outcome:
- Lodge a complaint with the TIO:
👉 www.tio.com.au | ☎ 1800 062 058 - The TIO will investigate and direct iPrimus to respond. Most issues are resolved quickly once the TIO is involved.
🔍 Other Regulators
- ACCC: For systemic misconduct (e.g. misleading ads), report via accc.gov.au/consumer-complaints
- Fair Trading (State-based): For general consumer law issues (e.g., unfair fees). They’ll often refer telco-specific issues back to the TIO.
🚫 Don’t worry—once a regulator is involved, iPrimus is legally required to respond. Your issue won’t be ignored.
- 🔗 iPrimus Complaint & Support Portal
https://www.iprimus.com.au/contact-us - 🛡 Telecommunications Industry Ombudsman (TIO)
https://www.tio.com.au - ⚖️ ACCC Complaint Guidelines
https://www.accc.gov.au/consumers/complaints-problems/make-a-consumer-complaint
iPrimus Complaints FAQs
You’ve done your part, now it’s time to hold iPrimus accountable.
Take the final step and submit a complaint that gets seen and responded to.