Complaint Handling Policy
At Shubh Telco, our mission is to deliver a smooth and satisfying customer experience across Australia. We are committed to listening to your concerns and providing fast, fair, and effective resolutions.
If at any time you are unhappy with our service or with the way your enquiry has been managed, you are entitled to make a complaint. We welcome this feedback, as it gives us an opportunity to improve. If it’s unclear to us whether you wish to lodge a formal complaint, we will confirm this with you first.
Please note: there are no fees or charges for making or handling a complaint.
How to contact us
You can lodge a complaint using any of the following options:
📌 Website: www.shubhtelco.com.au
📌 Phone: 1300 948 599 (available 10:00 am – 7:30 pm)
📌 Email: info@shubhtelco.com.au
📌 Mail: Suite 210, 227 Collins Street, Melbourne VIC 3000
Ways we handle complaints
Online Form: Submit your complaint via our online form (www.shubhtelco.com.au/complaints). A dedicated case manager will be assigned to you and will make contact within 2 business days.
Phone: Call our Customer Service Team on 1300 948 599. Our consultants will try to resolve your concern immediately. If they are unable to, your issue will be escalated to a manager.
Email or Mail: If you write to us, we will acknowledge your complaint within 2 business days and let you know the expected timeframe for resolution.
Every complaint is recorded in our system under your account or service number. This record includes the category of the complaint and the nature of the issue.
Timeframes for resolution
Our goal is to resolve all complaints within 10 working days. In some cases, the timeframe may be different:
- If you agree to a specific resolution by a certain date.
- If your matter is urgent (for example, where there is a complete loss of service or financial hardship). Urgent complaints will be prioritised and addressed within 2 working days.
- If you do not meet agreed obligations for implementing a resolution.
If a delay is expected, we will update you as soon as possible. Where resolution may take longer than 15 working days, we will provide you with reasons, a new timeframe, and details of external dispute resolution options.
Staying updated on your complaint
Our Customer Care Team can provide progress updates at any time. If you are assigned a case manager, you will also be given their direct contact details.
Assistance in making a complaint
- You may authorise another person to act on your behalf. With your permission, we will speak with them about your complaint.
- If English is not your first language, we can arrange an interpreter service.
- Customers with hearing or speech impairments can use the National Relay Service.
- If you are experiencing special circumstances such as financial hardship, please let us know so that we can assist you accordingly.
Escalating your complaint
If our consultants or managers cannot resolve your complaint, it will be referred to our Operations Manager. You will be given a complaint reference number, and within 2 working days the matter will be assigned to a case manager who will work directly with you.
Confirming resolution
We will only close a complaint once you or your authorised representative has accepted the resolution. If we cannot reach you after multiple attempts, we may close the complaint and notify you in writing.
Where requested, we are happy to confirm the outcome by email or letter within 5 business days.
What we expect from you
To help us resolve your complaint quickly, we may need to speak with you to gather further details. We ask that:
- You provide accurate contact information.
- You are available to discuss your concerns at an agreed time.
- You continue to pay any undisputed charges on your bill while the complaint is being reviewed.
We will not take credit management action on charges that are part of a complaint.
If a matter is considered frivolous or vexatious, Shubh Telco may decide not to take further action. In such cases, we will notify you within 5 business days, along with details of external review options.
If you remain dissatisfied
If you feel your complaint has not been handled fairly, you may contact the Telecommunications Industry Ombudsman (TIO).
📞 Call: 1800 062 058 (TTY users: 1800 675 692)
🌐 Website: tio.com.au
Please note that you will need a complaint reference number issued by Shubh Telco, and the TIO requires that you attempt to resolve the matter with us first.
