Complaints

TravelSIM aims to deliver amazing customer experiences and if we did not succeed, we want you to let us know.  If you are experiencing an issue You, your Authorised Representative, your Advocate or Interpreter can contact one of friendly Customer Support Representatives, who are available 24/7 by:

Phone                          1300 851 676 (within Australia on a non-TravelSIM service)

                                     +61 2 8668 7500 (from your TravelSIM or International, standard call charges apply after the first 3 minutes)

Fax                                1300 851 876

Email                            support@travelsim.net.au

Contact us form          www.travelsim.net.au/Contact/

Post                               PO Box 1451 Burleigh Heads QLD 4220

 

If you contact us by fax or post we will get back to you within 2 business days from when we receive your letter.  If you contact us by email or through a contact us form, we will respond to you within 24 hours (but usually sooner).

We will try to resolve your issue within the first contact.  However, if we are unable to resolve your issue within the first contact we will try to resolve it as quickly as possible.  If your issue was not resolved to your satisfaction or you want to make a complaint, please contact us using one of the methods above.

Complaint Handling Process

Upon receiving your support request or complaint, our trained Customer Support Representatives will investigate the issue and will keep you informed until we have a resolution.  Depending on the nature of the complaint, the time to resolve the issue may take a few days. We aim to resolve all complaints within 15 business days of receipt.  If we are unable to reach a resolution within 15 business days, we will notify you to explain the reason for the delay and agree on a new timeframe.

Anytime you communicate with TravelSIM, we keep a record under your account name and TravelSIM number.  This also acts as your reference ID.  If you need to follow up with your complaint or want to know the progress, simply advise your TravelSIM number and the name of the account and we will be able to advise you of the investigation.

However, if you are not satisfied with the resolution you may contact the Telecommunication Industry Ombudsman (TIO).

Telecommunications Industry Ombudsman (TIO)

We encourage you to always contact us first if you experience any problem or are unhappy. We will do our best to solve your problem during our first contact.

You can contact the TIO as follows:

Phone: 1 800 062 058

Fax: 1 800 630 614

Online: http://www.tio.com.au/making-a-complaint

The services of the TIO are free of charge.

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