Complaints handling

This document is under legal review. The content below is a carrier-grade placeholder prepared in good faith; the definitive version will be published after review by our legal counsel.

We want to hear from you

We take complaints seriously. Our internal process is designed to resolve issues quickly, fairly and transparently — consistent with the Telecommunications Consumer Protections Code (TCPC) and our obligations as a registered Australian carrier.

Step 1 — raise your complaint

your name and best contact details
a description of the issue
any relevant service identifiers, dates or reference numbers.

We will acknowledge your complaint within two business days and aim to resolve it within ten business days, consistent with TCPC standards.

Step 2 — escalate within Digital Soul

If you are not satisfied with the initial response, you can request escalation to a senior team member. We will respond to escalated complaints within a further five business days.

Step 3 — external escalation (TIO)

If your complaint remains unresolved, you may contact the Telecommunications Industry Ombudsman (TIO):

Web: www.tio.com.au
Phone: 1800 062 058

The TIO provides a free, independent dispute-resolution service for residential and small-business telecommunications customers.

Accessibility

If you need assistance lodging a complaint — including through the National Relay Service or translator services — please let us know.