We believe in seriously fast, reliable and uncomplicated Internet. And we believe that you should expect the highest standards in customer service from your provider. So we make the following commitments to you:
You can expect help when you need it. Our Sales and Service Centre is available during the following hours:
Perth - Monday to Friday 8am to 9pm, Saturdays, Sundays and Public Holidays from 8am to 8pm.
Adelaide, Canberra, Sydney & Melbourne - Monday to Friday 9am-10pm. Saturdays, Sundays and Public holidays from 9am-9pm.
You can expect clear and honest communications. When we speak with you or write to you, we’ll always use jargon-free, simple to understand language.
You will be treated with respect. We respect the rights of all people to access our services, including those with disabilities. Our website conforms to the World Wide Web Consortium (W3C) guidelines for accessibility. If you are hearing impaired you can call us on 13 36 77, the National Relay Service.
You’ll always receive a quality service. We know how important the Internet is to you in managing your everyday life and work, so we’ll do our very best to maintain the highest levels of service delivery at all times.
You’re assured of continuity of service. If we make any changes to your plan, we’ll always make sure you receive an alternative that is at least the same or better. Read the changing plans section in our terms and conditions for more details.
We stand by our product quality. Any devices you buy from us are covered by a 12 month warranty (6 months for refurbished devices).
Any concerns will be resolved fast. We work hard to resolve any customer issues or appeals quickly and fairly. Read our complaint handling policy for more information on how this process works.
We’re committed to protecting the environment. Our environmental policy includes paperless billing, and building purpose-designed base stations that don’t require air-conditioning.