At Splice Internet, we’re committed to treating complaints seriously and sorting them out fairly, quickly, and at no cost to you.
Here’s what to expect once you’ve made a complaint – from when we’ll get back to you, to how we handle urgent issues.
How quickly will we respond?
Phone, live chat, or similar real-time methods: We’ll acknowledge your complaint on the spot.
Email or post: We’ll acknowledge your complaint within 2 working days.
We’ll always give you a reference number so you can track your complaint.
How long will it take to resolve?
Billing complaints: We'll sort these out within 30 days or by the end of your next billing period, whichever is sooner.
Other complaints: We'll provide a proposed resolution within 10 working days.
Urgent complaints: If your situation is urgent (for example, there’s a safety risk or you're experiencing financial hardship), we’ll aim to resolve it within 2 working days.
Once we’ve agreed on a resolution with you, we’ll implement it within 5 working days, unless we’ve agreed otherwise.
What if there are delays?
If things take longer than expected, we’ll let you know:
Why there’s a delay
When you can expect a resolution
How to escalate your complaint (including referral to the Telecommunications Industry Ombudsman, or TIO)
If it’s been 30 days and we haven’t resolved your complaint, we’ll remind you of your right to contact the TIO.
Want your complaint escalated or prioritised?
Just ask. We’ll review your request within 5 working days and let you know next steps. If you’re not happy with how we’re handling things or you want independent help, you can contact the TIO at 1800 062 058 or www.tio.com.au.
What happens when we resolve a complaint?
We’ll confirm in writing that your complaint has been resolved within 5 working days after we finish our investigation.
If it’s a network outage complaint, we’ll also give you 3 business days to let us know if you’re not satisfied before we consider it closed.
Need more help?
We’re here to support:
People with disabilities or accessibility needs
Customers from non-English speaking backgrounds
Customers experiencing financial hardship
You can also nominate someone to make a complaint on your behalf.
Still have questions?
Reach out to our friendly support team at [email protected] or call us on 1800 775 423.