HOT OFFER! Save $180 on selected internet plans + get beIN SPORTS CONNECT included!...Use promo code BEIN30 at checkout! Hurry, limited time only!
MATE’s Complaints Handling Policy outlines how customers can raise issues and get them resolved quickly and fairly. We’re committed to doing the right thing and treating every complaint seriously, whether it’s about your service, our team or anything in between.
► What qualifies as a complaint?
A complaint is when you’re dissatisfied with any part of our service or your experience with MATE and you want us to do something about it. That could include:
- Billing issues or charges you don’t agree with
- Delays in connecting or repairing your service
- Concerns about staff behaviour
- Issues with communication or support
- Any other matter where you feel let down by MATE
If you contact us just to ask a question, request information, or check something — that’s not considered a complaint. But we’re always here to help either way.
► How to make a complaint
You can make a complaint by contacting us in any of the following ways:
- Phone: Call 13 14 13 between 8:30am – 7:00pm (Mon–Fri) or 8:30am – 5:00pm (Sat–Sun) and let us know you wish to make a complaint
- Email: Send an email to [email protected] and state that you wish to make a complaint
- Live Chat: Chat with us at letsbemates.com.au and state that you wish to make a complaint
- Post: Mail your complaint to 340 Victoria Street, Wetherill Park NSW 2164
We’ll always try to resolve your complaint at the first point of contact, but if we need more time, we’ll let you know what’s happening and when you can expect a resolution.
► What happens after you lodge a complaint?
Once we’ve received your complaint, we’ll:
- Assign it to the right team as quickly as possible
- Confirm we’ve received it and let you know what happens next
- Keep you updated with progress if we can’t resolve it straight away
- Make sure you’re happy with the outcome (or give you options to escalate)
We aim to resolve all complaints within a reasonable time frame and in line with our obligations under the Telecommunications Consumer Protections (TCP) Code.
► Need to escalate a complaint?
If you’re not happy with how we’ve handled your complaint, you can escalate it through our internal dispute resolution process. Just ask the team to review your case again, and we’ll make sure a manager steps in.Still not satisfied? You can contact the Telecommunications Industry Ombudsman (TIO) for independent help. The TIO offers free dispute resolution services for consumers.
Phone: 1800 062 058
Website: tio.com.au/making-a-complaint
Important links
🔗 MATE Complaints Handling Policy (PDF)
Complaints Handling Policy🔗 MATE Complaints Handling Process (PDF)
