Complaints Procedure

aaNet has developed a formal complaints procedure to help customers resolve legitimate disputes in an efficient and satisfactory way.

The following steps should be followed to ensure prompt dispute resolution:

1. Attempt to resolve the issue with the customer service representative you first speak with regarding the matter.

2. If the issue is not resolved, ask for the matter to be escalated to the relevant team leader.

3. If the issue is not resolved, you may lodge an official complaint with the aaNet quality team. Call 1300 665 076 and ask the customer service representative to lodge your dispute with the aaNet quality team. You will be provided with a dispute task number for future reference.

All disputes lodged with the aaNet quality team will be addressed within 3 working days. This period will commence on the day after the task is lodged.