{"id":27291,"date":"2025-06-19T12:03:43","date_gmt":"2025-06-19T02:03:43","guid":{"rendered":"https:\/\/www.letsbemates.com.au\/mate\/?page_id=27291"},"modified":"2026-09-02T16:38:54","modified_gmt":"2026-09-02T06:38:54","slug":"complaints-handling","status":"publish","type":"page","link":"https:\/\/www.letsbemates.com.au\/mate\/complaints-handling\/","title":{"rendered":"Complaints Handling | MATE"},"content":{"rendered":"<div>\n<p style=\"font-size: 17px; font-weight: 600; color: #1a1a3d; line-height: 1.6; margin: 0 0 26px;\">MATE&#8217;s Complaints Handling Policy outlines how customers can raise issues and get them resolved quickly and fairly. We&#8217;re committed to doing the right thing and treating every complaint seriously, whether it&#8217;s about your service, our team or anything in between.<\/p>\n<details style=\"border: 1px solid #e6f4ec; border-left: 4px solid #00b26b; border-radius: 10px; background: #fff; overflow: hidden; margin-bottom: 12px;\">\n<summary style=\"cursor: pointer; font-weight: 600; color: #1a1a3d; font-size: 17px; padding: 18px 22px; background: #f2fbf6;\">What qualifies as a complaint?<\/summary>\n<div style=\"padding: 16px 22px 20px; font-size: 15.5px; color: #333; line-height: 1.6;\">\n<p style=\"margin: 0 0 12px;\">A complaint is when you&#8217;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:<\/p>\n<ul style=\"margin: 0 0 12px; padding-left: 22px;\">\n<li>Billing issues or charges you don&#8217;t agree with<\/li>\n<li>Delays in connecting or repairing your service<\/li>\n<li>Concerns about staff behaviour<\/li>\n<li>Issues with communication or support<\/li>\n<li>Any other matter where you feel let down by MATE<\/li>\n<\/ul>\n<p style=\"margin: 0;\">If you contact us just to ask a question, request information, or check something, that&#8217;s not considered a complaint. But we&#8217;re always here to help either way.<\/p>\n<\/div>\n<\/details>\n<details style=\"border: 1px solid #e6f4ec; border-left: 4px solid #00b26b; border-radius: 10px; background: #fff; overflow: hidden; margin-bottom: 12px;\">\n<summary style=\"cursor: pointer; font-weight: 600; color: #1a1a3d; font-size: 17px; padding: 18px 22px; background: #f2fbf6;\">How to make a complaint<\/summary>\n<div style=\"padding: 16px 22px 20px; font-size: 15.5px; color: #333; line-height: 1.6;\">\n<p style=\"margin: 0 0 12px;\">You can make a complaint by contacting us in any of the following ways:<\/p>\n<ul style=\"margin: 0 0 12px; padding-left: 22px;\">\n<li><span style=\"font-weight: 600;\">Phone:<\/span> Call <span style=\"font-weight: 600;\">13 14 13<\/span> between 8:30am \u2013 7:00pm (Mon\u2013Fri) or 8:30am \u2013 5:00pm (Sat\u2013Sun) and let us know you wish to make a complaint<\/li>\n<li><span style=\"font-weight: 600;\">Email:<\/span> Send an email to <span style=\"font-weight: 600;\">support@letsbemates.com.au<\/span> and state that you wish to make a complaint<\/li>\n<li><span style=\"font-weight: 600;\">Live Chat<\/span>: Chat with us at <span style=\"font-weight: 600;\">letsbemates.com.au<\/span> and state that you wish to make a complaint<\/li>\n<li><span style=\"font-weight: 600;\">Post:<\/span> Mail your complaint to <span style=\"font-weight: 600;\">340 Victoria Street, Wetherill Park NSW 2164<\/span><\/li>\n<\/ul>\n<p style=\"margin: 0;\">We&#8217;ll always try to resolve your complaint at the first point of contact, but if we need more time, we&#8217;ll let you know what&#8217;s happening and when you can expect a resolution.<\/p>\n<\/div>\n<\/details>\n<details style=\"border: 1px solid #e6f4ec; border-left: 4px solid #00b26b; border-radius: 10px; background: #fff; overflow: hidden; margin-bottom: 12px;\">\n<summary style=\"cursor: pointer; font-weight: 600; color: #1a1a3d; font-size: 17px; padding: 18px 22px; background: #f2fbf6;\">What happens after you lodge a complaint?<\/summary>\n<div style=\"padding: 16px 22px 20px; font-size: 15.5px; color: #333; line-height: 1.6;\">\n<p style=\"margin: 0 0 12px;\">Once we&#8217;ve received your complaint, we&#8217;ll:<\/p>\n<ul style=\"margin: 0 0 12px; padding-left: 22px;\">\n<li>Assign it to the right team as quickly as possible<\/li>\n<li>Confirm we&#8217;ve received it and let you know what happens next<\/li>\n<li>Keep you updated with progress if we can&#8217;t resolve it straight away<\/li>\n<li>Make sure you&#8217;re happy with the outcome (or give you options to escalate)<\/li>\n<\/ul>\n<p style=\"margin: 0;\">We aim to resolve all complaints within a reasonable time frame and in line with our obligations under the Telecommunications Consumer Protections (TCP) Code.<\/p>\n<\/div>\n<\/details>\n<details style=\"border: 1px solid #e6f4ec; border-left: 4px solid #00b26b; border-radius: 10px; background: #fff; overflow: hidden; margin-bottom: 12px;\">\n<summary style=\"cursor: pointer; font-weight: 600; color: #1a1a3d; font-size: 17px; padding: 18px 22px; background: #f2fbf6;\">Need to escalate a complaint?<\/summary>\n<div style=\"padding: 16px 22px 20px; font-size: 15.5px; color: #333; line-height: 1.6;\">\n<p style=\"margin: 0 0 12px;\">If you&#8217;re not happy with how we&#8217;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&#8217;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.<\/p>\n<p style=\"margin: 0;\"><span style=\"font-weight: 600;\">Phone:<\/span> 1800 062 058<br \/>\n<span style=\"font-weight: 600;\">Website:<\/span> <a style=\"color: #00b26b; text-decoration: underline;\" href=\"https:\/\/www.tio.com.au\/making-a-complaint\" target=\"_blank\" rel=\"noopener\">tio.com.au\/making-a-complaint<\/a>\n<\/div>\n<\/details>\n<h3 style=\"color: #00b26b; font-size: 22px; font-weight: bold; margin: 34px 0 4px;\">Important links<\/h3>\n<div style=\"background: #f3f0fa; border-left: 5px solid #6f42c1; border-radius: 10px; padding: 8px 20px; margin-top: 12px;\">\n<div style=\"font-weight: bold; color: #6f42c1; padding: 12px 0 6px; font-size: 15px;\">\ud83d\udcc4 Important documents<\/div>\n<div style=\"display: flex; align-items: center; gap: 14px; padding: 13px 0; border-top: 1px solid #e9e3f5;\"><span style=\"flex: none; font-size: 10px; font-weight: 800; letter-spacing: .5px; color: #fff; background: #e2574c; padding: 6px 7px; border-radius: 5px; line-height: 1;\">PDF<\/span><br \/>\n<a style=\"color: #6f42c1; text-decoration: underline; font-weight: 600; font-size: 15.5px;\" href=\"https:\/\/www.letsbemates.com.au\/includes\/uploads\/Important%20Stuff\/mate_communicate_complaint%20handling%20policy.pdf\" target=\"_blank\" rel=\"noopener noreferrer\">MATE Complaints Handling Policy<\/a><\/div>\n<div style=\"display: flex; align-items: center; gap: 14px; padding: 13px 0; border-top: 1px solid #e9e3f5;\"><span style=\"flex: none; font-size: 10px; font-weight: 800; letter-spacing: .5px; color: #fff; background: #e2574c; padding: 6px 7px; border-radius: 5px; line-height: 1;\">PDF<\/span><br \/>\n<a style=\"color: #6f42c1; text-decoration: underline; font-weight: 600; font-size: 15.5px;\" href=\"https:\/\/www.letsbemates.com.au\/includes\/uploads\/Important%20Stuff\/mate_complaint_handling_process.pdf\" target=\"_blank\" rel=\"noopener noreferrer\">MATE Complaints Handling Process<\/a><\/div>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>MATE&#8217;s Complaints Handling Policy outlines how customers can raise issues and get them resolved quickly and fairly. We&#8217;re committed to doing the right thing and treating every complaint seriously, whether it&#8217;s about your service, our team or anything in between. What qualifies as a complaint? A complaint is when you&#8217;re dissatisfied with any part of&#8230;<\/p>\n","protected":false},"author":3,"featured_media":18398,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":[],"acf":{"mate_custom_head_html_content":"","wp_breadcrumbs":"payment assistance","has_parent":false,"enable_dfv":false},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>How to Make a Complaint | MATE Complaints Handling Policy<\/title>\n<meta name=\"description\" content=\"Having an issue with your service? Learn how to make a complaint with MATE and read our Complaints Handling Policy. 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