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Complaints Process

We take all complaints seriously. Here's how to raise one, what to expect, and what to do if you're not satisfied.

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Save a PDF copy of the Complaints Handling Policy for your records.

Complaints Handling Process

Step 1 — Contact us directly

Most issues can be resolved quickly by speaking with our team. Before lodging a formal complaint, we encourage you to contact us — we're a small, Adelaide-based team and we're easy to reach.

Post
GPO Box 2409
Adelaide SA 5001

Step 2 — Lodge a formal complaint

If contacting us hasn't resolved the matter to your satisfaction, you can lodge a formal complaint using any of the contact methods above. Please mark it clearly as a complaint and include:

  • Your name and account or service details
  • A description of the issue and when it occurred
  • What outcome you're seeking
  • Any supporting documentation or evidence

Priority and urgent complaints

Some complaints are handled with priority and outside our standard timeframes. We give priority treatment to complaints that involve:

  • A loss of service that poses a risk to health or safety
  • A service that is your only means of contacting emergency services
  • A customer in a vulnerable situation — for example, elderly, living with disability, or experiencing family violence
  • Disconnection during an active financial hardship arrangement

If your complaint is urgent, please state this clearly when you contact us. Priority complaints are assigned to a senior team member. Where practicable, we will acknowledge a priority complaint the same business day.

What happens next

1
Acknowledgement — within 2 business days
We'll acknowledge your complaint and provide a reference number within 2 business days of receiving it.
2
Investigation — up to 10 working days
We'll investigate the matter and may contact you for additional information. We aim to explain how we plan to resolve your complaint within 10 working days. If your complaint cannot be resolved within that timeframe, we will contact you to explain the delay, provide an expected resolution date, and give you information about the TIO if you are not satisfied with the progress.
3
Resolution
We'll provide a written response with our findings and, where applicable, the action taken or remedy offered.
4
Internal escalation — if you remain unsatisfied
If you are not satisfied with the outcome of our investigation, you can request that your complaint be escalated to a senior member of our team. We will complete that review and respond to you within 5 business days. If you remain unsatisfied after internal escalation, or if you do not wish to wait, you may contact the TIO at any time.

If you're still not satisfied

You can contact the Telecommunications Industry Ombudsman (TIO) — a free, independent dispute resolution service — at any point if you are not satisfied with the progress of your complaint, if we have not resolved your complaint within 10 working days, or if you are dissatisfied with our response.

The TIO may ask whether you have already contacted Caznet before lodging your complaint.

Telecommunications Industry Ombudsman
Phone: 1800 062 058
Website: www.tio.com.au