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Making a complaint

Last updated: 29 October 2026

In short

If you’re unhappy with PhoneUs, our service or how we’ve handled a complaint, please tell us. Making a complaint is free. We’ll give you a reference number, tell you what happens next, and keep you updated until it’s resolved.

  • Phone: 1300 845 293, 9am to 5pm Monday to Friday, Brisbane time, except public holidays.
  • Email: [email protected]
  • Post: ASG Communications, 1/48 Lillian Ave, Salisbury QLD 4107

If we can’t resolve a complaint about a phone or internet service, you can contact the Telecommunications Industry Ombudsman (TIO) on 1800 062 058 or at tio.com.au. The TIO is free and independent.

The full process is below.

Who this is for

This process is for PhoneUs customers supplied by ASG Communications (ABN 44 642 768 643), and anyone acting for them with their permission.

What counts as a complaint

A complaint is when you tell us you’re unhappy with our products or services, or with how we’ve handled a complaint, and you expect us to respond or put it right. You don’t need to use the word “complaint”.

Asking us a question, asking for support, or reporting a fault for the first time is handled as a normal request. If you’d like it treated as a complaint, just tell us and we will.

How to make a complaint

You can complain in any of the ways listed above. It helps if you tell us:

  • your name, your business name if you have one, and how to contact you;
  • what went wrong, and when;
  • what you’d like us to do to put it right.

Making a complaint costs nothing. We don’t charge for receiving, investigating or resolving it.

If you need help to complain:

  • Interpreter: call the Translating and Interpreting Service on 131 450 and ask them to call us.
  • Hearing or speech impairment: use the National Relay Service at accesshub.gov.au.
  • Someone acting for you: a friend, family member, advocate or financial counsellor can make a complaint for you, with your permission.

We’ll give you a copy of this process in a format that suits you if you ask.

What happens next

The timeframes below are in working days: Monday to Friday, except public holidays where you are.

We’ll acknowledge it:

  • straight away if you complain by phone;
  • within 2 working days if you complain by email or post.

We’ll give you a reference number and tell you how to check on your complaint’s progress. Contact us the same way and quote the reference.

We’ll propose a resolution. We’ll look into your complaint and tell you how we propose to resolve it within 10 working days of receiving it.

We’ll put it into effect:

  • within 5 working days of you agreeing to the proposed resolution;
  • for a billing error, by the end of the next billing period or within 30 days, whichever comes first.

We’ll confirm in writing that your complaint has been resolved, and we’ll check with you before we close it.

If it will take longer. If we can’t meet one of these timeframes, we’ll tell you before it runs out, explain why, and give you a new timeframe. If your complaint isn’t resolved within 30 days, we’ll give you the TIO’s contact details.

While your complaint is open. If your complaint is about an amount on your bill, tell us which amount. We won’t take steps to collect that amount, or restrict, suspend or disconnect your service over it, while your complaint is being handled.

Urgent complaints

Some complaints are urgent. We’ll propose a resolution, and if you agree put it into effect, within 2 working days of receiving an urgent complaint. A complaint is urgent if:

  • you’ve applied for or are getting payment assistance, and the problem could make your situation worse;
  • your service is about to be, or has been, disconnected and the proper process wasn’t followed;
  • you receive priority assistance and the complaint is about that service; or
  • you’re affected by domestic, family or sexual violence and tell us there’s a threat to your safety or your children’s. See our family violence support page.

If you think your complaint is urgent, please tell us when you make it.

If you’re not satisfied

If you’re not happy with how your complaint is going or with the resolution we propose, ask for it to be escalated. Our Accounts Manager will review it within 5 working days and contact you.

If we still can’t resolve it and it’s about a phone or internet service, you can contact the Telecommunications Industry Ombudsman. The TIO is free and independent.

About this process

We keep a record of every complaint, look at them regularly to find and fix recurring problems, and review this process at least once a year.