Complaints Handling
If something's wrong, we want to know about it and fix it. Here's exactly how our complaints process works. No runaround, no call centres in other countries, no "we'll get back to you eventually."
How to make a complaint
You can reach us through any of these channels:
- Phone: 02 4398 7080
- Email: support@warp.net.au
- Portal: Log in and submit a support ticket
Making a complaint is free. It won't affect your service or how we treat you.
What happens next
- We acknowledge it. Within 2 business days, we'll confirm we've received your complaint and give you a reference number.
- We investigate. We'll look into it properly, not just read from a script.
- We resolve it. Our target is to resolve complaints within 15 business days. If it's complex and needs more time, we'll tell you why and give you a new timeframe (up to 20 business days).
- Urgent complaints: if your service is disconnected, about to be disconnected, or you're experiencing financial hardship, we treat it as urgent and aim to resolve it within 2 business days.
Escalation
If the first person you speak to can't fix it, we'll escalate internally:
- Frontline support: the person you first contact
- Senior support: if frontline can't resolve it, it goes to a senior team member
- Management review: if you're still not happy, a manager will review the complaint
If we can't sort it out
If you're not satisfied with how we've handled your complaint, or if we haven't resolved it within the timeframes above, you have the right to contact the Telecommunications Industry Ombudsman (TIO). The TIO is a free, independent service that investigates and resolves complaints about phone and internet services in Australia.
- Phone: 1800 062 058
- Online: tio.com.au
- Post: PO Box 276, Collins Street West, VIC 8007
You can contact the TIO at any time. You don't need our permission.
Vulnerable customers
We recognise that some customers may need extra help, whether due to age, disability, language barriers, financial hardship, or other circumstances. If that's you, let us know and we'll adjust our approach. We can provide information in alternative formats and allow extra time for responses.
How we improve
We track every complaint and regularly review patterns. If we see the same issue coming up, we fix the underlying problem, not just the individual complaint.