Sky5G Australia Complaints Handling Process

Sky5G Australia wants to know when something has gone wrong. A complaint is any expression of dissatisfaction with our products, services, staff, resellers or the way we have handled a complaint, where you expect a response or a resolution. This process explains how to make a complaint, what we will do with it, how long it will take, and where you can go if you are not satisfied with our answer.

This process is designed to meet the Telecommunications (Consumer Complaints Handling) Industry Standard 2018 made by the ACMA and the Telecommunications Consumer Protections (TCP) Code.

Our commitments to you

• Free. It costs nothing to make a complaint, and we will never charge you for handling one.
• Easy. You can complain in whatever way suits you, and you do not need to use the word "complaint" — if you tell us you are unhappy and want something fixed, we treat it as a complaint.
• Fair. Every complaint is considered on its merits, by staff with the authority to resolve it, and without any disadvantage to you for having complained.
• Transparent. You receive a reference number, you can ask for the status of your complaint at any time, and we explain our decisions in plain language.
• Private. Complaint records are handled in accordance with our Privacy Policy and are visible only to staff involved in resolving them.

How to make a complaint

• Email: support@sky5g.global (put "Complaint" in the subject line if you can).
• Phone or chat: through the support contact details shown on your account and on our website.
• Through a reseller: tell the authorized Sky5G reseller you deal with; they must pass your complaint to us the same day and give you our direct contact details.
• Through a representative: a family member, friend, advocate, financial counsellor or other person you nominate may complain on your behalf.

Tell us what happened, when, and what you would like us to do about it. If you have a voucher code, SIM number or account email handy, include it — it helps us find the right records faster — but we will still take your complaint without them.

• Interpreters. If English is not your first language, we can arrange a free interpreter, or you can call the Translating and Interpreting Service (TIS National) on 131 450 and ask them to call us.
• Hearing or speech impairment. Contact us through the National Relay Service (relayservice.gov.au).

What happens next

1. Acknowledgement — within 2 business days. We confirm that we have received your complaint, give you a reference number, and tell you who is handling it and how to check its progress. Where we can, we resolve the complaint on the spot and the acknowledgement and resolution are the same conversation.
2. Investigation. The person handling your complaint reviews the relevant records (account, voucher, network and support history) and, where needed, speaks with the staff or reseller involved. We may contact you for more information; if we do, we will explain why.
3. Resolution — within 15 business days. We tell you what we found, what we propose to do, and why. Remedies may include fixing a fault, correcting your account, replacing equipment, extending or re-issuing a voucher, a refund in AUD, an apology, or a change to how we do things. We will not take any action that you have not agreed to.
4. Confirmation. Where you ask, or where the resolution is complex, we confirm the outcome in writing. We treat the complaint as closed only when the agreed action has actually been carried out, and we tell you when that has happened.
5. Delays. If we cannot meet a timeframe — for example, because the issue is unusually complex or depends on a third party — we will tell you before the deadline, explain why, give you a new date, and remind you of your right to take the complaint to an external body.

Urgent complaints

We treat a complaint as urgent, and aim to resolve it within 2 business days, when:

• you have applied for or are on a financial hardship arrangement and the complaint concerns the thing you need help with;
• the complaint concerns disconnection, or imminent disconnection, of your service in error;
• you or someone in your household depends on the service for a medical, safety or domestic-violence-related reason; or
• you tell us the matter is urgent and we agree that it is.

Urgent complaints are escalated immediately to a senior staff member with the authority to act.

If you are not happy with how we are handling it

Ask for your complaint to be escalated. A senior staff member not involved in the original decision will review it and respond to you. You can also ask for an escalation if you believe we have not followed this process, if we have missed a deadline, or if you simply disagree with our proposed resolution.

External options

If you are not satisfied with our response, or we have not resolved your complaint within 15 business days, you can take it to the Telecommunications Industry Ombudsman (TIO), a free and independent dispute resolution service for residential and small-business telecommunications customers: 1800 062 058, tio.com.au. We will tell you about this option in every complaint response. For privacy complaints you may also contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.

Learning from complaints

Every complaint is recorded in our customer system with its cause and outcome. We review complaint patterns regularly to find and fix the underlying causes — in our network, our products, our processes and our resellers — and we report on complaint volumes and resolution times to management. Complaints that reveal a systemic problem are treated as incidents and tracked until the root cause is fixed.

Reviewing this process

We review this process at least annually, and whenever the law or industry standards change. The current version is always available in the Legal & policies section of our website and on request from our support team.

Draft v1 — requires review by counsel qualified in Australia before publication.