Airtel Australia takes pride in the reliability of our service and the maintenance of high quality customer support in every department. We have clearly defined procedure to ensure that we investigate and resolve satisfactorily any complaints made. This is readily available to all customers as follows:

Step 1
In the first instance, we ask that you contact a member of staff in the most relevant department to your complaint. Our contact us page lists the contact numbers for our customer facing departments. An adviser will take all relevant information regarding the complaint and will investigate thoroughly and, where possible, resolve the issue straightaway.

Step 2
In most cases, you will not need to go to stage 2. However if the advisor is unable to resolve the issue to your complete satisfaction, your complaint will be escalated to the relevant departments team leader, who will contact you within 24 hrs and undertake further investigation and resolve the complaint.

Step 3
Still if you are not satisfied with the resolution provided, you can make a further written complaint to the relevant department manager who will respond in writing within 14 workings days on receipt.

Step 4
In the event that all the above procedures have been followed and completed, without getting an acceptable response or proposed resolution you can contact Telecommunication Industry Ombudsman, which is a free and independent alternative dispute resolution scheme for small business and residential consumers in Australia with unresolved complaints about their telephone or internet services.

There contact details are as follows: