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Legal

Complaints handling

Version 4, effective 1 October 2026. We review our policies regularly and always publish the current version on this page.

You have the right to complain, and it costs you nothing

If something has gone wrong, tell us. You have a right to make a complaint and we want to hear it.

Our complaints process is free. We do not charge you for using it. We will not cancel your service for the sole reason that you were unable to resolve your complaint with us and took it to external dispute resolution.

This is the public version of our complaints handling process, published under the Telecommunications (Consumer Complaints Handling) Industry Standard 2018, and consistent with the Telecommunications Consumer Protections Code. It covers every service we supply.

How to make a complaint

Any of the contacts in this table can be used to make a complaint. Written contact reaches us fastest and gives both of us a record from the start.

How to reach us Where When it is attended
My Account digitalsoulaustralia.com.au/account/support Open at any time
Email enquiries@digitalsoulaustralia.com.au Open at any time
This page the complaints form below Open at any time
Post PO Box 2169, Ellenbrook WA 6069 Open at any time
Phone 08 9516 0603 Monday to Friday, 9am to 5pm AWST, excluding Western Australian public holidays

You can send us a complaint through the written and online channels at any hour. Every timeframe below is counted in business days rather than calendar days. If you phone us during the hours above, choose the complaints option on the first menu. Outside those hours, message us from My Account or email enquiries@digitalsoulaustralia.com.au.

Please include your name and the best way to reach you, a description of the issue, and any service identifier, date or reference number you have. If you do not have all of that, send what you have and we will ask.

If you are deaf or have difficulty hearing or speaking. You can contact us through the National Relay Service, then ask for 08 9516 0603.

We can provide this process, and anything we send you about your complaint, in an accessible format, and we can arrange an interpreter. Ask us and we will organise it.

We will help you make it

Tell us it is a complaint and we will treat it as one. If you contact us about a problem and we cannot tell whether you want to make a complaint, we will ask you. If you have already raised something with us and you are not satisfied with how it went, say so and we will open it as a complaint.

Our people will help you put a complaint together, lodge it and keep it moving. That includes help if you have an accessibility requirement or a disability, if English is not your first language, or if you have applied for or are on financial hardship assistance.

Someone can complain for you. You can nominate a representative, an advocate, a family member or a friend to make and handle a complaint on your behalf. Tell us who they are and what they may do for you, and we will deal with them as we would with you.

Step 1: we acknowledge it and give it a reference

If you raise your complaint by phone, we acknowledge it immediately, in that conversation. If you raise it by email, post, the form on this page or another recorded channel, we acknowledge it within two business days.

When we acknowledge your complaint we give you a unique reference number for it, tell you the date we received it and the date we are working to, and explain how to come back to us about it.

How to check on it. Reply to the acknowledgement we send you, or message us from My Account quoting your reference number, and we will tell you where your complaint is up to. We will keep you informed without you having to ask.

Step 2: how we prioritise it

We assess every complaint when it arrives and decide whether it is urgent.

A complaint is urgent when it is about a service you need for medical or safety reasons, you are in financial hardship and the complaint is about the amount you are being asked to pay, or your service is about to be disconnected, or has already been disconnected, in error.

An urgent complaint goes ahead of other work and runs on shorter clocks. We will tell you within 24 hours if we have treated your complaint as urgent, and within 24 hours if we have decided it is not urgent and why. If you ask us to treat a complaint as urgent, we decide and tell you within five business days, and if we do not agree we escalate it instead.

Step 3: we investigate and propose a resolution

We assess your complaint, investigate it, and come back to you with our decision and what we propose to do about it. We will propose a resolution within ten business days, or within two business days if your complaint is urgent. If we cannot do something you have asked for, we will tell you why.

If your complaint is about a billing or charging error, we resolve it by the end of your next billing period or within 30 calendar days, whichever comes first.

You can ask us to put our proposed resolution in writing, and we will send it to you within five business days of you asking.

We will keep you with one person wherever we can. We will not transfer you around, make you wait unnecessarily, or ask you to explain your complaint again from the start.

If we are running late. If we cannot meet one of the timeframes above, we will tell you as soon as we can, explain why and give you a new timeframe. We will also tell you that you can take the complaint to the Telecommunications Industry Ombudsman.

Step 4: we put it in place and confirm it

Once we agree a resolution with you, we put it in place within five business days, unless you agree to a different timeframe or the law allows a different period.

We then confirm in writing that your complaint is resolved, what we agreed and what we did, and we close it.

Step 5: ask us to escalate it

If you are not satisfied with our response, you can ask us to escalate your complaint and we will. You do not need a reason beyond being dissatisfied.

An escalated complaint is reviewed by a senior person who was not responsible for the original response. They look at the complaint again from the beginning rather than restating the first answer, and we respond within a further five business days. We will tell you the outcome and your options, including the Ombudsman.

Step 6: the Telecommunications Industry Ombudsman

If you are not satisfied with how we have handled your complaint, you have a right to take it to the Telecommunications Industry Ombudsman, which is a free and independent service.

You can go to the Ombudsman once you have given us a reasonable opportunity to resolve your complaint. The Ombudsman helps individuals, small businesses and not-for-profit organisations, and publishes its own eligibility criteria at tio.com.au/how-it-works/who-we-help.

We will not cancel your service for the sole reason that you could not resolve your complaint with us and went to the Ombudsman. If your complaint is still unresolved after 30 calendar days, we will give the Ombudsman the information it asks for on the next business day after it asks.

Network outage complaints

A network outage complaint is a complaint about loss of service during a major outage or a significant local outage on our network, or, for our nbn services, an outage on the nbn or our wholesale provider's network that affects your service. We handle these separately from general complaints. The contacts in the table above can also be used to report a service outage or to ask us about a network outage. If you report a loss of service to us during a suspected outage, we treat that report as a network outage complaint, give it a reference number and tell you when your service is restored:

  • You can lodge a network outage complaint by any of those contacts, at any time during or after an outage. Current outage information is published on our service status page and our approach is set out in our Network Outage Communications Policy.
  • During an outage, our priority is restoration and keeping you informed. We will acknowledge your complaint and record it against the outage event.
  • A network outage complaint is resolved once your service is restored and we have communicated any bulk resolution offer that applies to affected customers (for example a service credit). If you consider your individual circumstances are not addressed by a bulk resolution, tell us and we will handle your complaint individually through the standard process above.
  • Where an outage is caused by a natural disaster, we may handle related complaints through our standard complaints process.

Domestic, family and sexual violence

If your complaint relates to circumstances involving domestic, family or sexual violence, our Domestic, Family and Sexual Violence Statement sets out the support we can provide. We will prioritise your safety in how we handle your complaint and how we contact you.

Trouble paying

If your complaint is about an amount you are being asked to pay and you are having difficulty paying it, our Financial Hardship Policy sets out the free assistance available and how to apply. Applying is free and does not affect your service while we consider it.

Keeping this process accurate

We keep this page accurate and up to date, and the current version is always the one published here. Our Managing Director approves this process and is responsible for how it operates.

Change history

  • Version 4, 1 October 2026. Rewritten so the published process sets out every minimum requirement the Standard requires it to carry. Adds the Ombudsman statement the Standard prescribes word for word, our undertaking not to cancel a service because you went to external dispute resolution, that our process is free, your right to complain, the table of ways to reach us with the hours, our postal address and telephone number, the National Relay Service details, the help we give you to make a complaint, nominating someone to act for you, a reference number on every complaint and how to check on it, how we prioritise and how an escalation is handled, the billing error, written confirmation, delay and urgent complaint timeframes, and written confirmation when a complaint is resolved. Removes the references to a live chat service we do not operate.
  • Version 3, September 2026. Timeframes updated following legal review against the Standard as amended 30 June 2025.
  • Version 2, July 2026. Network outage complaints section added, per the Standard's amendment of 30 June 2025.
  • Version 1, July 2026. First published.

Lodge a complaint

We open a complaint record and come back to you with a reference.