Had an issue with Mate? Get a real response.
How to submit a complaint with Mate
If your complaint about Mate is really about billing issues, service outages, and slow support, use the official contact form, the complaints policy, and the hardship support page first and keep the written trail together.
- Start in the right place: Use the official contact form, the complaints policy, and the hardship support page for Mate so the complaint lands with a team that can actually review it.
- Anchor the facts: Include account details, bills, screenshots, speed tests, and prior emails and explain what went wrong with NBN™ internet, ADSL internet, and SIM only mobile plans.
- Name the complaint theme: Say if the issue is about billing issues, service outages, and slow support so it is routed properly.
- Ask for a concrete outcome: Spell out whether you want a bill correction, refund, service fix, credit, or a clear written explanation.
- Keep it on one thread: Ask for a written reference or acknowledgement and keep all follow-up in the same complaint trail.
What happens next with Mate? Usually the complaint is logged, the records are checked, and then you get either a fix or a response to push back on.
- Acknowledgement: You should get a case number, email, or some written sign that Mate has logged the complaint.
- Review: The business will usually look at account details, bills, screenshots, speed tests, and prior emails and the part of the service tied to the complaint.
- Response: A useful answer should explain what Mate found and whether it will offer a bill correction, refund, service fix, credit, or a clear written explanation.
- Push-back if needed: If the reply is vague or misses the key point, answer on the same thread and restate the unresolved issue in plain language.
Common complaints against Mate
The complaint themes most likely to matter for Mate are below. Use the one that best matches your issue.
- Billing issues: Charges that look wrong, fees you did not expect, or corrections that drag.
- Service outages: The service dropping out or failing when you need it.
- Slow support: Slow replies, handballs between teams, or support that misses the actual problem.
- Cancellation problems: Cancelled services or bookings, especially where the refund or follow-up is poor.
Mate complaints submitted through Ajust
If Mate is still not dealing with billing issues, service outages, and slow support properly, escalate without restarting the complaint from scratch.
- Escalate internally first: Ask Mate to move the complaint to a manager, specialist complaints team, or formal review path.
- Keep the same chronology: Do not restart from scratch. Re-send the timeline, evidence, and the outcome you still want.
- Move externally when the internal process stalls: If the business still does not deal with it properly, the practical next step is usually the Telecommunications Industry Ombudsman after the provider's complaints process.
If Mate does not resolve a complaint about billing issues, service outages, and slow support, there is usually an external path beyond the business.
- Main external path: the Telecommunications Industry Ombudsman after the provider's complaints process
- Why this route matters: ACMA may be relevant for broader communications or compliance issues, but TIO is the main consumer escalation path.
- Before you escalate: Keep your full Mate complaint trail together, including receipts, screenshots, emails, and any written responses.
If you want the complaint on record with Mate, these are the official contact points worth using first.
- Official contact: https://www.letsbemates.com.au/mate/support/
- Complaints policy: www.letsbemates.com.au/includes/uploads/Important%20Stuff/mate_communicate_complaint%20handling%20policy.pdf
- Hardship support: https://www.letsbemates.com.au/includes/uploads/Important%20Stuff/mate_communicate_cis_Financial%20Hardship%20Policy.pdf
- In-person support: N/A
- Email: support@letsbemates.com.au
- Phone: 13 14 13
Mate Complaints FAQs
What is the best complaint route for Mate?
If you want the complaint on record, use the official contact form, the complaints policy, and the hardship support page rather than a casual enquiry path. Keep the whole complaint in one written thread if you can.
What does the complaint process usually look like with Mate?
Most complaints follow the same pattern: logged, reviewed, answered. Keep the reference number and push back in writing if the outcome is weak.
What complaint issues come up most often for Mate?
The recurring themes are usually billing issues, service outages, and slow support. Naming the exact complaint theme early gives the issue a better chance of landing with the right team.
Where can I escalate a complaint about Mate externally?
Usually yes. The main external path is the Telecommunications Industry Ombudsman after the provider's complaints process. Keep your internal complaint history together before you move it.
You’ve done your part, now it’s time to hold Mate accountable.
Take the final step and submit a complaint that gets seen and responded to.