Making a Complaint

We're all about growth and improvement. If you feel like something isn’t quite right, we'd really like to know. Your complaint can help us improve our services and ensure a better experience for everyone.

View our Complaints Handling Policy here

What is a Complaint?

A complaint is an expression of dissatisfaction made to us about our products or services, interactions with our staff, or the way we have handled a complaint. For your expression of dissatisfaction to be considered a complaint, you must tell us (my filling out a form below), or imply in your communication with us, that you would like a response. If we’re not sure if you’re making a complaint, we’ll check with you.

If you're dissatisfied with an aspect of our service, we encourage you to make a complaint. It can be about anything that you believe has not met your expectations or standards – from service issues to product defects and interactions with our team.

Complaints can:

  • Let us know that there are legitimate problems with current products or processes;
  • Help us identify areas of improvement;
  • Provide you with an explanation for why something has happened;

How to make a complaint:

You can lodge a complaint in several ways:

  1. Go to Self Care Portal
  2. Hover over the 'Support' tab and select 'Create New Case' from the dropdown
  3. Select 'Financial Hardship' as the 'Case Category' and 'Payment Assistance Arrangement' as the 'Case Type'
  4. Click the applicable tick box(s) for:
    • The main reason you require financial hardship assistance
    • The option(s) you think may best assist you
    • If you would like to move to a lower, cheaper plan type
  5. Read the Privacy Collection Notice
  6. Click the 'Save' button to submit your application
Online

Lodge a complaint by filling out the form below. Please try and provide as much information as possible to help us understand and resolve your issue.

Online Complaints Form

Your details

Are you a Tangerine Telecom customer?
Are you diagnosed with a serious medical condition, or someone in your care or household has been diagnosed with one?
Preferred method of contact

Your Information

Fields marked with an asterisk () are required.

Download our PDF form and either:

  • Monday to Friday 9:00am-5:30pm AET excluding public holidays

At any time, you can contact the Telecommunications Industry Ombudsman (TIO) for assistance. The TIO is a free, independent service that helps with phone and internet complaints. The TIO may be able to assist you where you are unhappy with the information we have given you, the time it takes for us to respond, or the way we respond.

To find out more about how the TIO can assist you, you can visit the TIO’s webpage ‘What we can help with’ or contact the TIO using any of the methods outlined on their website, including:

Network Outage Complaints

What is a network outage complaint?

If you submit a service outage report and we determine that it has been caused by a significant local or major outage, then we will handle it as a network outage complaint. See our Outages policy for information on what is considered a significant local and/or major outage.

All network outage complaints will be handled in accordance with our Network Outage Complaints Handling Policy.

How do I submit a service outage report?

If you are experiencing an issue establishing or maintaining a connection with your Tangerine service, you can lodge a service outage report, or enquire about an existing network outage in several ways:

  • Monday to Friday 8:30am-6:00pm AEST excluding public holidays
  • Inbox monitored Monday to Friday 8:30am-6:00pm AEST excluding public holidays.

"Excellent Customer Service. 10/10"

Basdenpaul, 12 Feb 2024

Product Review
Tangerine Telecom is rated 4.2 out of 5 by 7948 customers