Complaints Handling Policy

Making a complaint is free of charge. If you are unhappy with our service, billing, connection, support, communication, network performance, or the way we have handled an issue, you can make a complaint.

We will listen, investigate the issue, and work with you to find a fair resolution. You do not need to use formal words. Just tell us what happened and what outcome you are looking for.

A complaint is when you tell us you are unhappy with something related to our telecommunications products, services, or complaint handling process, and you expect us to respond or resolve the issue.

This may include complaints about:

• Your internet service, connection delays, faults, dropouts or speed issues
• Billing, payments, modem delivery, moving home, cancellations or disconnections
• Customer support, plan information, network outages, or how we handled a previous issue

You do not need to use the word "complaint". If we are not sure whether you want your issue treated as a complaint, we may ask you to confirm.

You can make a complaint using any of the options below:

• Phone: 1300 345 148
• Email: support@livatelecom.com.au
• Online: complaint form

Please include your name, contact details, service address or account number, and a short explanation of the issue.

We will help you make or progress a complaint if you need assistance. This includes help for customers with disability, accessibility needs, language barriers, financial hardship, domestic or family violence concerns, or other vulnerable circumstances.

You may ask an authorised representative, advocate, family member, support worker, interpreter, financial counsellor or legal representative to act on your behalf.

If you are deaf, hard of hearing, or have a speech or communication difficulty, you can contact us through the National Relay Service.

We will try to resolve your complaint as quickly as possible, and where possible, at the first point of contact. We will:

• Acknowledge your complaint
• Give you a complaint reference number or another way to identify your complaint
• Review the issue and contact you if we need more information
• Explain what we can do to resolve it
• Keep a record of the complaint and outcome

We will acknowledge your complaint immediately if you contact us by phone or live chat, and within 2 working days if you contact us by email, online form or post.

For most complaints, we will propose a resolution within 10 working days.

If you accept our proposed resolution, we will implement it within 5 working days, unless we agree on a different timeframe with you.

Urgent complaints will be handled faster. We will aim to resolve and implement the resolution for urgent complaints within 2 working days.

A complaint may be treated as urgent if it involves:

• Financial hardship and the complaint could make your situation worse
• A priority assistance service
• Disconnection, risk of disconnection, or incorrect disconnection
• Domestic or family violence concerns
• Serious safety or welfare concerns

If your complaint is urgent, please tell us as soon as possible.

If your service is not working and we have reason to believe the issue may be caused by a major or significant local network outage, we will handle the matter as a network outage complaint where required.

We will provide available information about the outage, expected restoration timeframes where known, and any reasonable support options available to you.

Some outages may involve third-party network operators or wholesale providers. Where this applies, we will work with the relevant provider and keep you updated as more information becomes available.

Sometimes a complaint may take longer to resolve, especially if we need information from a wholesaler, network operator, equipment supplier or another third party.

If there is a delay, we will tell you why there is a delay, what we are doing, the new expected timeframe, and your options if you are not satisfied.

If the delay is expected to be more than 10 working days after the required resolution timeframe, we will also provide information about your right to contact the Telecommunications Industry Ombudsman, unless an exception applies under the relevant rules.

If you are not happy with the progress or outcome of your complaint, you can ask us to escalate it for review by a senior team member or manager.

• You are not satisfied with our response
• You believe the matter is urgent
• You are unhappy with the progress of the complaint
• You believe the proposed resolution is not fair
• You want the complaint reviewed by a senior team member

We will review the matter fairly and let you know the outcome.

We always aim to resolve complaints directly with you first. If you are not satisfied with how we have handled your complaint, you have the right to take it to the Telecommunications Industry Ombudsman, which is a free and independent service.

• Phone: 1800 062 058
• Website: tio.com.au/complaints

The TIO generally expects you to try resolving the complaint with your provider first before lodging a complaint with them.

If your complaint relates to a bill or disputed charge, we will investigate the matter fairly. While we review a disputed amount, we will not take credit management action on that disputed amount where required by applicable law or industry rules.

We will handle your personal information in accordance with our Privacy Policy and applicable privacy laws. We will only use complaint information to investigate, respond to, resolve and improve our services.

We may update this Complaints Handling Policy from time to time to reflect changes in our services, systems, customer support processes, or legal and regulatory requirements.

Last updated: 25 June 2026