Feedback and Complaints
At IPSTAR Australia we value your feedback as it helps us improve. If something’s not working as it should, or if you’re unhappy with any aspect of our service or support, we encourage you to let us know. We aim to acknowledge all complaints within two business days.
You can view or download our full Complaints Handling Policy (CHP) (Download or Check our CHP)
What counts as a complaint?
A complaint is any time you let us know that you’re not satisfied with the service or products we’ve delivered. This could relate to things like how we managed a service issue, or your experience with our team. You absolutely have the right to make a complaint.
We believe in being upfront and honest. Mistakes happen, but when they do, we take responsibility and aim to be transparent in how we fix things. If it’s not clear whether you’re making a complaint, we’ll check with you to be sure.
We try to sort out all complaints as soon as possible. There’s no cost to raise a complaint with us.
How to Get in Touch
You can lodge a complaint through any of the following methods:
- Phone: Call us on 1300 464 778, available Monday – Friday 9am – 5pm & Saturday 9am – 5pm (AEST)
- Email: Send your concerns to [email protected]
- Online: Fill out the complaint form at the bottom of this page
- Mail: Write to us at Suite 1, Level 7, 201 Miller St, North Sydney, NSW, 2060
If you’d prefer someone else to handle the complaint on your behalf, just let us know and we’ll make arrangements. We can also provide support if you need help lodging or following up on your complaint.
Experiencing financial hardship? We have a dedicated hardship policy to help you during tough times.
Need assistance due to accessibility or language barriers? You can also use these services:
- National Relay Service: 133 677
- Translating & Interpreting Service: 131 450
We welcome suggestions on how we can make our services more accessible for everyone.
What Happens After You File a Complaint?
Case number
You’ll receive a unique case number to help you track the status of your complaint:
- If you call or visit us, we’ll provide it right away.
- For email, webform, voicemail or mail, we’ll send it to your main email address within two business days.
Initial review
We’ll assess whether your complaint is standard or urgent.
A complaint is considered urgent if:
- You’re in financial hardship and your complaint may make things worse
- Your service is being disconnected unfairly
- You’re receiving priority assistance
- You’ve disclosed a domestic or family violence situation affected by the complaint
Investigation and resolution
If we can’t fix the issue on the spot, we’ll investigate and get back to you—typically within 10 business days. If more time is needed, we’ll keep you updated.
Any agreed fix will be implemented within 10 business days unless:
- You request a different timeframe
- You’ve got an action pending on your side
- A widespread service outage is causing the issue
For urgent complaints, we’ll aim to contact you with a solution within 2 business days and apply the fix as quickly as possible.
If delays arise, we’ll notify you and provide new timelines. You always have the option to escalate or seek independent help via the Telecommunications Industry Ombudsman (TIO).
Staying updated
We’ll regularly keep you informed. But if you’d like an update at any point, feel free to reach out.
Closing a complaint
Once a resolution has been agreed on, we’ll confirm that the complaint is closed. If you’d like to close it yourself, just let us know. We won’t close any complaint without your agreement unless:
- We’ve been unable to reach you after multiple attempts (and notified you in writing)
- The complaint is deemed frivolous or without merit (we’ll tell you why, and inform you of your rights to escalate externally)
Not happy with how it’s going?
If you believe your complaint isn’t being handled properly or quickly enough, you can ask for an escalation. We’ll review your case and respond:
- Within 5 business days for general escalations
- Within 2 business days if you believe your situation should be treated as urgent
You can also contact the Telecommunications Industry Ombudsman for independent advice or resolution:
- Phone: 1800 062 058
- Fax: 1800 630 614
- Online: https://www.tio.com.au/complaints
Need Support or First-Time Help?
If you’re reaching out for the first time about a technical fault or account question, you might find faster assistance through our Customer Service Team:
- Call 1300 464 778 between Monday – Friday 9am – 8pm & Saturday 9am – 5pm (AEST)
- Submit a request via our contact page
