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.
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:
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.
You can make a complaint by contacting us in any of the following ways:
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.
Once we’ve received your complaint, we’ll:
We aim to resolve all complaints within a reasonable time frame and in line with our obligations under the Telecommunications Consumer Protections (TCP) Code.
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
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Open live chatIn football, we aren’t doing our job properly if the ball makes it into the back of our own net. As a goalkeeper for the Australian national team, it’s my job to help my teammates and myself from having a bad day by protecting our goal.
At MATE, they do the same thing.
MATE protects Aussies from bad service, instead offering great service to all of their customers. With MATE, you can be assured you’re in safe hands and I’m proud to be part of their team.
Your mate Maty Ryan,
Australian goalkeeper and MATE team member
In football, my job is to score goals for Australia!
At MATE, they do the same thing.
MATE is all about offering the value and service Aussies deserve from their telco provider. I joined the MATE team to support them on their journey, you should too!
Your mate Sam Kerr,
Australia & Chelsea FC Footballer
