Complaints Handling Policy

If something has gone wrong, we want to know and we want to fix it. This policy explains how to complain, what we'll do, how long it will take, and what you can do if you're not satisfied with our answer.

Version dated 24 September 2026. This policy applies to Siptalk Pty Ltd (ABN 34 618 990 622) and follows the Telecommunications (Consumer Complaints Handling) Industry Standard 2018 and the Telecommunications Consumer Protections Code.

1. What is a complaint?

A complaint is any expression of dissatisfaction with our services, our staff, our billing or how we've handled an earlier issue, where you want a response or a resolution. A question, a request for help or a report of a fault is not a complaint unless you tell us you're unhappy with how it has been dealt with — but you don't need to use the word "complaint" for us to treat it as one.

2. How to make a complaint

Making a complaint is free. Email support@siptalk.com.au with "Complaint" in the subject line, from the email address on your Siptalk account. Every Siptalk account has a working email address — it's how you log in and how we send you notifications — so this gives us an accurate record and lets us reply to you directly. A message sent from your account in the customer portal reaches the same team and is treated the same way. Our phone line, 13 82 55, is for sales enquiries only and can't take complaints.

If you need help to write in English, the Translating and Interpreting Service (TIS National, 131 450) can assist; if you are deaf, hard of hearing or have a speech impairment, the National Relay Service can relay for you — see our contact page for details.

You can have someone complain on your behalf — a family member, a friend, a financial counsellor or another advocate — if you authorise them to. We'll deal with them as we would with you.

Tell us what happened, when, the account or service it concerns, and what you'd like us to do about it. The more detail you give, the faster we can act.

3. What we'll do

  1. Acknowledge it within 2 business days. We'll confirm we've received your complaint, give you a reference number, and tell you who is handling it and how to check on progress.
  2. Investigate. We'll look at your account, call records and any earlier contact, and may ask you for more information.
  3. Propose a resolution within 10 business days. We'll tell you what we've found and what we propose to do — for example fixing a fault, correcting a charge, applying a credit, or explaining why a charge is correct. If we can't do this within 10 business days, we'll tell you why, when to expect our answer, and your options for taking the matter further in the meantime. In every case we aim to have your complaint fully resolved within 15 business days of receiving it.
  4. Act on it. Once you accept a resolution, we'll put it in place within 5 business days, or on a later date if you've asked for one.
  5. Close it. We'll only close your complaint when you've accepted the resolution, or when we've been unable to reach you after reasonable attempts, or when we've told you our final position and how to take it further.

4. Urgent complaints

We treat a complaint as urgent, and aim to propose a resolution within 2 business days, if:

  • you've told us you're experiencing financial hardship and the complaint concerns it (see our Financial Hardship Policy);
  • your service has been disconnected, or is about to be, and you dispute the reason; or
  • you've told us someone at the premises relies on the service for medical or safety reasons.

Tell us at the start if any of these applies so we can prioritise your complaint.

5. If you're not satisfied

If you don't agree with how we're handling your complaint or with our proposed resolution, ask for it to be escalated. A manager who hasn't been involved will review it and give you our final position within a further 5 business days.

If you're still not satisfied, or if we haven't resolved your complaint within the times above, you can take it to the Telecommunications Industry Ombudsman (TIO). The TIO is an independent dispute resolution service for consumers and small businesses, and it's free.

The TIO generally expects you to have given us the chance to resolve the complaint first. We'll tell you about the TIO whenever we can't resolve a complaint to your satisfaction, and at any time you ask.

6. While your complaint is open

  • We won't suspend or cancel a service because of a charge you've disputed in a complaint while we're looking into it, provided you pay the parts of your account that aren't in dispute.
  • We won't take credit management action over a disputed amount while the complaint is open.
  • You can ask for an update at any time by replying to our email and quoting your reference number.

7. Records and review

We record every complaint, what was done about it and the outcome, and keep those records for at least two years. We review complaints regularly to find and fix the causes of recurring problems. You can ask for a copy of the records of your own complaint.

8. Related documents

Our Critical Information Summaries, Terms and Conditions, Refund Policy and Privacy Policy. A copy of this policy in another format is available free on request.