What to do if you're not satisfied with the resolution
At Splice Internet, we want to get things right. But if you’re not happy with how your complaint has been handled, you have every right to ask for a second look.
Here’s how to escalate your complaint – and what happens next.
When should I escalate a complaint?
You can ask us to escalate your complaint at any time, especially if:
You’re not satisfied with the outcome we’ve offered
You’re unhappy with how long it’s taking to resolve
You think the issue is urgent and needs faster action
How to escalate your complaint
Simply contact us and let us know you’d like to escalate. You can:
Call us on 1800 775 423
Email us at [email protected]
Ask the person handling your complaint to escalate it internally
What happens next?
Once you’ve asked for escalation:
We’ll assess your request within 5 working days
Your complaint may be reviewed by a team leader, manager, or specialist case manager
We’ll explain the next steps and who will be handling your case
If your complaint is urgent (e.g. relating to safety, or you’re in financial hardship), we’ll fast-track it and aim to resolve it within 2 working days.
What if I’m still not satisfied?
You can take your complaint to the Telecommunications Industry Ombudsman (TIO) – an independent, free service that helps resolve disputes between customers and telcos.
Contact the TIO:
By phone: 1800 062 058
Online: www.tio.com.au
We’ll never cancel your service just because you escalate a complaint or contact the TIO.
Need help with your complaint?
We’re here to assist:
Customers with accessibility needs
Non-English speakers
Anyone going through financial hardship
You can also nominate someone to handle your complaint on your behalf.
Questions?
Get in touch with our team at [email protected] or 1800 775 423 – we’re here to help.