{"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":"2025-06-27T15:11:04","modified_gmt":"2025-06-27T05:11:04","slug":"complaints-handling","status":"publish","type":"page","link":"https:\/\/www.letsbemates.com.au\/mate\/complaints-handling\/","title":{"rendered":"Complaints Handling | MATE"},"content":{"rendered":"<p><strong>MATE\u2019s Complaints Handling Policy outlines how customers can raise issues and get them resolved quickly and fairly. We\u2019re committed to doing the right thing and treating every complaint seriously, whether it\u2019s about your service, our team or anything in between.<\/strong><\/p>\n<div class=\"accordion-list\">\n<div class=\"accordion\">\n<p class=\"accordion-header\">\u25ba What qualifies as a complaint?<\/p>\n<div class=\"accordion-content\">\n<p>A complaint is when you\u2019re 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>\n<li>Billing issues or charges you don\u2019t 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>If you contact us just to ask a question, request information, or check something \u2014 that\u2019s not considered a complaint. But we\u2019re always here to help either way.<\/p>\n<\/div>\n<\/div>\n<div class=\"accordion\">\n<p class=\"accordion-header\">\u25ba How to make a complaint<\/p>\n<div class=\"accordion-content\">\n<p>You can make a complaint by contacting us in any of the following ways:<\/p>\n<ul>\n<li><strong>Phone:<\/strong> Call <strong>13 14 13<\/strong> 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><strong>Email:<\/strong> Send an email to <strong>support@letsbemates.com.au<\/strong> and state that you wish to make a complaint<\/li>\n<li><strong>Live Chat<\/strong>: Chat with us at <strong>letsbemates.com.au<\/strong> and state that you wish to make a complaint<\/li>\n<li><strong>Post:<\/strong> Mail your complaint to <strong>340 Victoria Street, Wetherill Park NSW 2164<\/strong><\/li>\n<\/ul>\n<p>We\u2019ll always try to resolve your complaint at the first point of contact, but if we need more time, we\u2019ll let you know what\u2019s happening and when you can expect a resolution.<\/p>\n<\/div>\n<\/div>\n<div class=\"accordion\">\n<p class=\"accordion-header\">\u25ba What happens after you lodge a complaint?<\/p>\n<div class=\"accordion-content\">\n<p>Once we\u2019ve received your complaint, we\u2019ll:<\/p>\n<ul>\n<li>Assign it to the right team as quickly as possible<\/li>\n<li>Confirm we\u2019ve received it and let you know what happens next<\/li>\n<li>Keep you updated with progress if we can\u2019t resolve it straight away<\/li>\n<li>Make sure you\u2019re happy with the outcome (or give you options to escalate)<\/li>\n<\/ul>\n<p>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<\/div>\n<div class=\"accordion\">\n<p class=\"accordion-header\">\u25ba Need to escalate a complaint?<\/p>\n<div class=\"accordion-content\">\n<p>If you\u2019re not happy with how we\u2019ve handled your complaint, you can escalate it through our internal dispute resolution process. Just ask the team to review your case again, and we\u2019ll 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><strong>Phone:<\/strong> 1800 062 058<br \/>\n<strong>Website:<\/strong> <a href=\"https:\/\/www.tio.com.au\/making-a-complaint\" target=\"_blank\" rel=\"noopener\">tio.com.au\/making-a-complaint<\/a>\n<\/div>\n<\/div>\n<\/div>\n<h3><span style=\"color: #00b26b;\">Important links<\/span><\/h3>\n<div class=\"accordion-list\">\n<div class=\"accordion\">\n<p class=\"accordion-header\"><strong>\ud83d\udd17 MATE Complaints Handling Policy (PDF)<\/strong><\/p>\n<div class=\"accordion-content\">\n<a href=\"https:\/\/www.letsbemates.com.au\/includes\/uploads\/Important%20Stuff\/mate_communicate_complaint%20handling%20policy.pdf\"><img decoding=\"async\" loading=\"lazy\" class=\"alignleft wp-image-10932\" src=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2020\/11\/pdf-icon-1-150x150.png\" alt=\"Pdf Icon\" width=\"60\" height=\"60\" srcset=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2020\/11\/pdf-icon-1-150x150.png 150w, https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2020\/11\/pdf-icon-1.png 225w\" sizes=\"(max-width: 60px) 100vw, 60px\" \/> Complaints Handling Policy<\/a>\n<\/div>\n<\/div>\n<div class=\"accordion\">\n<p class=\"accordion-header\"><strong>\ud83d\udd17 MATE Complaints Handling Process (PDF)<\/strong><\/p>\n<div class=\"accordion-content\">\n<a href=\"https:\/\/www.letsbemates.com.au\/includes\/uploads\/Important%20Stuff\/mate_complaint_handling_process.pdf\"><img decoding=\"async\" loading=\"lazy\" class=\"alignleft wp-image-10932\" src=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2020\/11\/pdf-icon-1-150x150.png\" alt=\"Pdf Icon\" width=\"60\" height=\"60\" srcset=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2020\/11\/pdf-icon-1-150x150.png 150w, https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2020\/11\/pdf-icon-1.png 225w\" sizes=\"(max-width: 60px) 100vw, 60px\" \/> Complaints Handling Process<\/a>\n<\/div>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>MATE\u2019s Complaints Handling Policy outlines how customers can raise issues and get them resolved quickly and fairly. We\u2019re committed to doing the right thing and treating every complaint seriously, whether it\u2019s about your service, our team or anything in between. \u25ba What qualifies as a complaint? A complaint is when you\u2019re dissatisfied with any part&#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},"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. We\u2019re here to help get things sorted quickly\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.letsbemates.com.au\/mate\/complaints-handling\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How to Make a Complaint | MATE Complaints Handling Policy\" \/>\n<meta property=\"og:description\" content=\"Having an issue with your service? Learn how to make a complaint with MATE and read our Complaints Handling Policy. We\u2019re here to help get things sorted quickly\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.letsbemates.com.au\/mate\/complaints-handling\/\" \/>\n<meta property=\"og:site_name\" content=\"mate\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/matecommunicate\" \/>\n<meta property=\"article:modified_time\" content=\"2025-06-27T05:11:04+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2023\/08\/MATE-v8-Car.png\" \/>\n\t<meta property=\"og:image:width\" content=\"950\" \/>\n\t<meta property=\"og:image:height\" content=\"650\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:site\" content=\"@matecommunicate\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.letsbemates.com.au\/mate\/complaints-handling\/\",\"url\":\"https:\/\/www.letsbemates.com.au\/mate\/complaints-handling\/\",\"name\":\"How to Make a Complaint | MATE Complaints Handling Policy\",\"isPartOf\":{\"@id\":\"https:\/\/www.letsbemates.com.au\/mate\/#website\"},\"datePublished\":\"2025-06-19T02:03:43+00:00\",\"dateModified\":\"2025-06-27T05:11:04+00:00\",\"description\":\"Having an issue with your service? Learn how to make a complaint with MATE and read our Complaints Handling Policy. We\u2019re here to help get things sorted quickly\",\"breadcrumb\":{\"@id\":\"https:\/\/www.letsbemates.com.au\/mate\/complaints-handling\/#breadcrumb\"},\"inLanguage\":\"en-AU\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.letsbemates.com.au\/mate\/complaints-handling\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.letsbemates.com.au\/mate\/complaints-handling\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/www.letsbemates.com.au\/mate\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Complaints Handling | MATE\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.letsbemates.com.au\/mate\/#website\",\"url\":\"https:\/\/www.letsbemates.com.au\/mate\/\",\"name\":\"mate\",\"description\":\"Mate Site\",\"publisher\":{\"@id\":\"https:\/\/www.letsbemates.com.au\/mate\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.letsbemates.com.au\/mate\/?s={search_term_string}\"},\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"en-AU\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/www.letsbemates.com.au\/mate\/#organization\",\"name\":\"Mate Communicate\",\"url\":\"https:\/\/www.letsbemates.com.au\/mate\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-AU\",\"@id\":\"https:\/\/www.letsbemates.com.au\/mate\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2019\/06\/logo.png\",\"contentUrl\":\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2019\/06\/logo.png\",\"width\":115,\"height\":31,\"caption\":\"Mate Communicate\"},\"image\":{\"@id\":\"https:\/\/www.letsbemates.com.au\/mate\/#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/www.facebook.com\/matecommunicate\",\"https:\/\/twitter.com\/matecommunicate\"]}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"How to Make a Complaint | MATE Complaints Handling Policy","description":"Having an issue with your service? Learn how to make a complaint with MATE and read our Complaints Handling Policy. We\u2019re here to help get things sorted quickly","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.letsbemates.com.au\/mate\/complaints-handling\/","og_locale":"en_US","og_type":"article","og_title":"How to Make a Complaint | MATE Complaints Handling Policy","og_description":"Having an issue with your service? Learn how to make a complaint with MATE and read our Complaints Handling Policy. We\u2019re here to help get things sorted quickly","og_url":"https:\/\/www.letsbemates.com.au\/mate\/complaints-handling\/","og_site_name":"mate","article_publisher":"https:\/\/www.facebook.com\/matecommunicate","article_modified_time":"2025-06-27T05:11:04+00:00","og_image":[{"width":950,"height":650,"url":"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2023\/08\/MATE-v8-Car.png","type":"image\/png"}],"twitter_card":"summary_large_image","twitter_site":"@matecommunicate","twitter_misc":{"Est. reading time":"3 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/www.letsbemates.com.au\/mate\/complaints-handling\/","url":"https:\/\/www.letsbemates.com.au\/mate\/complaints-handling\/","name":"How to Make a Complaint | MATE Complaints Handling Policy","isPartOf":{"@id":"https:\/\/www.letsbemates.com.au\/mate\/#website"},"datePublished":"2025-06-19T02:03:43+00:00","dateModified":"2025-06-27T05:11:04+00:00","description":"Having an issue with your service? Learn how to make a complaint with MATE and read our Complaints Handling Policy. We\u2019re here to help get things sorted quickly","breadcrumb":{"@id":"https:\/\/www.letsbemates.com.au\/mate\/complaints-handling\/#breadcrumb"},"inLanguage":"en-AU","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.letsbemates.com.au\/mate\/complaints-handling\/"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/www.letsbemates.com.au\/mate\/complaints-handling\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.letsbemates.com.au\/mate\/"},{"@type":"ListItem","position":2,"name":"Complaints Handling | MATE"}]},{"@type":"WebSite","@id":"https:\/\/www.letsbemates.com.au\/mate\/#website","url":"https:\/\/www.letsbemates.com.au\/mate\/","name":"mate","description":"Mate Site","publisher":{"@id":"https:\/\/www.letsbemates.com.au\/mate\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.letsbemates.com.au\/mate\/?s={search_term_string}"},"query-input":"required name=search_term_string"}],"inLanguage":"en-AU"},{"@type":"Organization","@id":"https:\/\/www.letsbemates.com.au\/mate\/#organization","name":"Mate Communicate","url":"https:\/\/www.letsbemates.com.au\/mate\/","logo":{"@type":"ImageObject","inLanguage":"en-AU","@id":"https:\/\/www.letsbemates.com.au\/mate\/#\/schema\/logo\/image\/","url":"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2019\/06\/logo.png","contentUrl":"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2019\/06\/logo.png","width":115,"height":31,"caption":"Mate Communicate"},"image":{"@id":"https:\/\/www.letsbemates.com.au\/mate\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/matecommunicate","https:\/\/twitter.com\/matecommunicate"]}]}},"_links":{"self":[{"href":"https:\/\/www.letsbemates.com.au\/mate\/wp-json\/wp\/v2\/pages\/27291"}],"collection":[{"href":"https:\/\/www.letsbemates.com.au\/mate\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.letsbemates.com.au\/mate\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.letsbemates.com.au\/mate\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/www.letsbemates.com.au\/mate\/wp-json\/wp\/v2\/comments?post=27291"}],"version-history":[{"count":12,"href":"https:\/\/www.letsbemates.com.au\/mate\/wp-json\/wp\/v2\/pages\/27291\/revisions"}],"predecessor-version":[{"id":27464,"href":"https:\/\/www.letsbemates.com.au\/mate\/wp-json\/wp\/v2\/pages\/27291\/revisions\/27464"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.letsbemates.com.au\/mate\/wp-json\/wp\/v2\/media\/18398"}],"wp:attachment":[{"href":"https:\/\/www.letsbemates.com.au\/mate\/wp-json\/wp\/v2\/media?parent=27291"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}