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As a customer you will deal mainly with your retailer service provider.

Below is a list of steps that you might take, who to contact, and what might happen.

Issue Who to contact Details

Check eligibility for service

nbn / retail service provider

nbn website allows you to check if you are eligible for services. 

Retail service providers will also be able to advise if you are eligible for services

Purchase a service

Retail service provider

Retail service providers sell plans to consumers and small businesses. They will also organise for an nbn technician to connect your premises

Get connected

Retail service provider

After purchasing a service with a retail service provider they will arrange for equipment to be installed at your premises.

Delay in getting connected

Retail service provider

If the technician missed an appointment or connection is taking longer than expected contact your retail service provider.

Property damage during installation

nbn

If the nbn technician caused damage to your property during installation you should contact nbn, who will repair this damage at no charge.

Service does not work after installation

Retail service provider

If your service does not work after nbn have installed the equipment contact your retail service provider

Complaint of faulty services

Retail service provider

If there are any problems with your connection, such as unusable services, dropouts, delays, slow speeds etc., you should raise the issue with your retail service provider.

Query bill charges

Retail service provider

If you experience any unexpected charges you should raise these with your retail service provider.

Service outage

Retail service provider

If your service stops working for any reason, contact your retail service provider.

Disconnecting

Retail service provider

If you no longer want a Sky Muster service, contact your retail service provider to cancel.

Moving services

Retail service provider

If you are moving house, contact your retail service provider about changing your service to different premises. Fees may apply to move a service.

Damaged or moved equipment

Retail service provider

If the equipment gets damaged (for example during storms or an object hitting the satellite dish) contact your retail service provider. An nbn technician may be required to visit your premises to correct the position or replace the equipment. There may be a cost, check with your provider.

Complaint about retail provider or nbn not addressing problems encountered

Telecommunications Industry Ombudsman (TIO)

If your complaint to your retail service provider or nbn has not been dealt with, contact the TIO. The TIO will refer your complaint to your provider or nbn and give them 10 days to fix your problem. If this does not solve your problem the TIO will work with you and the provider to see if you can agree on how to fix the problem. Finally, if the issue is still not resolved then the TIO can investigate your complaint.

Changing retail service provider

Retail service provider of choice

Switching between retail service providers is easy with Sky Muster. Just make sure there are no early termination fees with your current retail service provider.

Think you have seen a scam

Scam Watch

Internet scams may attempt to take your money, steal your identity, or access your personal information.

If you think you have seen a scam contact Scam Watch.

 

 How to effectively complain and ensure your rights

  1. Outline your problem and the outcome that you want to your retail service provider. Ask for a response in a reasonable timeframe (e.g. two weeks). Make a note of all your dealings with your retail service provider for future reference.

  2. If your issue is not resolved contact the Telecommunications Industry Ombudsman

Where do I get more information?

Contact details:

  • ACCC on: 1300 302 502

  • Activ8me: 13 22 88

  • ANT Communications: 1300 268 266

  • BorderNet: 1300 730 302

  • Clear Networks: 1300 855 215

  • Harbour ISP: 1300 366 169

  • IPSTAR: 1800 477827

  • nbn: 1800 687 626

  • Reach Net: 1800 687 626

  • Sky Mesh: 1300 759 637

  • TIO: 1800 062 058

Further consumer tips can be found on our website.