Legal
Complaints Handling Policy
TeraFi is committed to handling complaints fairly, promptly and free of charge, consistent with the Telecommunications Consumer Protections (TCP) Code. This policy explains how to make a complaint, what happens next, and the options available if you are not satisfied with the outcome.
How to make a complaint
You can raise a complaint with us by email, phone or through our contact page. Please give us your contact details, the service involved and a description of the issue so we can help as quickly as possible. We will let you know how to reach us for the cost of a local call where applicable.
How we handle your complaint
- We will acknowledge your complaint promptly and give you a reference for tracking it.
- We will investigate and aim to resolve it within the timeframes set out in the TCP Code.
- If we need more time or information, we will keep you informed of progress.
- We will tell you the outcome and the reasons for any decision.
Urgent complaints
Some complaints are treated as urgent — for example, where you are experiencing financial hardship and the service is at risk of disconnection, or where the matter relates to a recently applied disconnection. We will prioritise urgent complaints in line with the TCP Code.
If you are not satisfied
If we cannot resolve your complaint to your satisfaction, you can ask us to escalate it internally. You may also contact the Telecommunications Industry Ombudsman (TIO), a free and independent dispute-resolution service, on 1800 062 058 or at tio.com.au.