We know it’s frustrating when your internet service isn’t working properly. MATE aims to resolve any fault or disruption as quickly as possible. In some situations, we may review a disruption for a goodwill credit to your account. Goodwill credits are not automatic and are assessed on a case-by-case basis.
When we may consider a goodwill credit
If a verified network fault or outage affects your service, and the issue is not caused by equipment or wiring inside your premises, we may consider applying a goodwill credit. We generally won’t review any goodwill credits until the disruption is resolved.
When we assess a goodwill credit, we may look at:
- How long the service was disrupted
- How much the disruption affected your ability to use the service
- The monthly fee for your plan
- Whether the issue was within the network boundary point
When credits are not provided
Credits are not provided in situations such as:
- Faults or issues that are caused by equipment or wiring inside your premises, including your modem, router, internal cabling or phone sockets
- Planned maintenance on the network
- Issues caused by your own devices, software or home setup
⚠️ Heads up: MATE doesn’t provide compensation for business or financial loss, as our residential services are supplied for personal use. We also can’t credit interim services like mobile data or dongles you purchase while your connection is down.
Your rights under the Australian Consumer Law
Nothing in this policy limits your rights under the Australian Consumer Law.
💬 Need help? Got questions about service credits or fault resolution? Reach out to our support team — we’re always happy to chat.
