Absolutely! We're committed to providing excellent service and ensuring all customer complaints are handled promptly and fairly.
You can view our full Complaints Policy here:
👉 View Complaints Policy
How to Make a Complaint
You can lodge a complaint with us through any of the following channels:
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Phone: Call us on 1300 857 501 (Monday to Friday, 9am–5pm)
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Email: Send your complaint to complaints@pineapple.net.au
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Post: Write to us at 105 / 15 Corporate Drive, Heatherton VIC 3202
If accessibility is a concern, you can also use the following services:
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National Relay Service (for hearing impairments): Learn more here or call 1300 555 727
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Translating and Interpreting Service (TIS National) (for non-English speakers): Learn more here
Our Complaints Process
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Registering Your Complaint:
Every complaint is logged in our complaints handling system. -
Initial Response:
If we can't resolve your issue immediately, we will investigate and contact you within 15 working days to discuss a resolution.
For more complex issues, we’ll keep you updated on the progress and expected timeframes. -
Resolution:
Once a solution is agreed upon, we will implement it within 10 working days, unless otherwise discussed with you. -
Closure:
Once resolved, we’ll confirm everything with you and formally close the complaint.
Escalations and External Support
If you're not satisfied at any point, you can request an escalation — your complaint will then be reviewed by our CEO, and you'll receive a response within 5 business days.
You also have the right to lodge a complaint with the Telecommunications Industry Ombudsman if you’re not happy with the outcome:
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Phone: 1800 062 058
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Online: Submit a complaint to the TIO
We’re here to listen, support, and find the best possible solution for you!