Complaints Handling Policy

Complaint Handling Process

Whether it’s good or bad, we take all feedback seriously. If you’re dissatisfied with our products or service, we want to know about it. We treat every complaint seriously and will do all we can to resolve your concerns as quickly as possible.

What is a complaint?

A complaint is any expression of dissatisfaction or grievance made to us about our products or services, or the way we have managed a complaint. We don’t treat the first time you contact us to request information or support, or to report a fault of service as a complaint, unless you ask us to. If we’re unsure if you want to make a complaint, we’ll ask you. You have every right to make a complaint - we won’t charge you, or treat you any differently if you do. Knowing when we haven’t got it right helps us to identify ways to continually improve, and helps us to continue to offer you the products and service you deserve.

How can I make a complaint?

There are multiple ways you can lodge a complaint with felix, who are available to discuss your complaints with you between 8am to 8pm Monday-Friday, 9am to 6pm weekends/holidays Sydney time;

In-app message chat in the felix app
Web message chat on the felix helpsite Contact Us section
Submit an online form via the felix helpsite Contact Us section
Email: complaints@felixmobile.com.au
Voicemail on 1300 801 956
By mailing us at felix (TPG Telecom Ltd), GPO Box 406, Sydney NSW 2001

Getting help making a complaint

All our staff are trained to help you to formulate, make or progress a complaint. For complaints made via our chat platforms and during business hours, we’ll begin to assist you immediately. For complaints made through our online form, email, voicemail, or mail, we’ll contact you within 2 business days of receiving your complaint.

If you require support or help to make or handle your complaint, you can nominate an authorised representative to contact us on your behalf (we’ll contact you to seek your permission to speak with them about your complaint), appoint an advocate (someone authorised to deal with us on your behalf, subject to you being present) and/or utilise a support service such as those listed on our Accessibility needs and translation services page.

What can I expect when I make a complaint?

When you get in touch with a complaint, we’ll give you a reference number. Keep this number, in case you need to speak with us again or want an update on the progress of your complaint, to help us access a detailed record of your complaint.

If your issue can’t be resolved immediately, we’ll offer to escalate it to a supervisor in our Care team who will take over investigation and management of your complaint. They will be in contact within 2 business days to further discuss your complaint.

No matter how you choose to reach out to us, you can expect an outcome within 15 business days.

For urgent matters (for example, where disconnection of your service is imminent or happened without due process), your complaint will be handled within 2 business days. If we don’t think we can resolve it within 2 business days, we will let you know that as soon as we can, and will keep you updated with what we are doing and how long it will take to resolve your compliant.

We’ll reach out to you if we need more information, have a resolution in mind or if the timeframe to resolve your complaint changes. If there’s a delay, we’ll tell you the reason why and the new timeframe. We’ll also let you know your options for external dispute resolution if it’s going to take longer than 10 business days to resolve.

If your complaint does not relate to our products or services, we’ll try to help you identify a course of action. While we work to address your complaint, we won’t cancel your service just because you are making a complaint, and we won’t make any changes to your account without your agreement.

If, at any stage of the process, you’re not happy with the progress or handling of your complaint, you can request for it to be escalated to a supervisor in our Care team.

Throughout the process, your personal information is managed in accordance with felix’s Privacy Policy.

What do I need to do after making a complaint?

To help us resolve your complaint quickly and effectively, we may need your assistance in understanding your specific concerns and issues. In those cases, we’ll let you know. We may also need access to your account, so make sure that you – or your authorised representative – know the details of your services and have your complaint reference number handy.

We’ll always try to contact you to discuss your complaint and resolve it as quickly as possible. If we’re unable to contact you, we’ll write to you to let you know the details of our attempts to reach you and how you contact us if you still have a complaint.

When will my complaint be resolved?

We will always try to resolve your complaint as quickly as possible.

Once you have agreed to a proposed resolution, we will complete any promised actions;

within 2 business days for an urgent complaint;
within 10 business days for a standard complaint; or
as otherwise agreed with you, such as where we have advised you about a delay for technical, or other reasons, or where we are waiting on you to take a step necessary for us to take further action to resolve your complaint.

For complaints about alleged billing errors, we will resolve your complaint no later than the end of the next billing cycle immediately following your complaint.

If you tell us you are concerned about our response times or prioritisation of your complaint, we’ll let you know how we prioritise a complaint, options available to escalate with us and external options available for dispute resolution, including referral to the TIO (see below). We’ll do this within 2 business days.

If we consider a complaint to be frivolous or vexatious, or don’t know how else to address your concerns, we may decide not to deal with your complaint further. In this case, we’ll let you know in writing within 5 business days of our decision and your options for external dispute resolution, including referral to the TIO (see below).

You can request written confirmation of the resolution once the complaint is closed. You’ll receive this within 5 business days.

What if my complaint is still unresolved?

Most complaints can be handled through our internal processes. We ask that you allow us a reasonable opportunity to fully explore all options to address your issues.

If you’ve given us a reasonable opportunity to resolve your complaint but remain dissatisfied after it has been escalated, you can seek advice from the external organisations listed below. Additionally, you may refer your complaint to the Telecommunications Industry Ombudsman (TIO) for dispute resolution at no cost.

To find out more about how the TIO can assist you, you can visit the TIO's webpage 'What we can help with' or contact the TIO:

Phone - 1800 062 058
Online - 'Online complaint form' webpage
Email - tio@tio.com.au
Post - PO Box 276, Collins Street West, VIC 8007
Fax - 1800 630 614
Access using a language interpreter, Auslan interpreter or the National Relay Service - 'Interpreters and accessibility' webpage.

The following organisations are also available to help.