Having a problem?
Tell us — we want to fix it.
Walk through the steps below. Most issues get sorted before a formal complaint is needed. If not, we make it easy to lodge one.
What’s the issue?
Select the type of problem to get the most relevant help.
Lodge a formal complaint
You’ll receive an immediate reference number by email. We’ll follow up with our findings within 15 business days.
Complaint received
We’ve sent a confirmation to your email address.
What happens next
- We’ll follow up with our findings within 15 business days.
- If you’re not satisfied with our resolution, you can escalate to the TIO (details below).
Your rights — Telecommunications Industry Ombudsman
If we can’t resolve your complaint to your satisfaction, you have the right to contact the Telecommunications Industry Ombudsman (TIO) — a free, independent dispute resolution service for Australian phone and internet customers.
You don’t need our permission to contact the TIO. You can approach them at any stage, though we ask that you contact us first so we have the opportunity to resolve the issue.
This page fulfils the TCP Code (C628:2019) Part 8 — Complaints Handling requirements. Two-stage process: Stage 1 contact HIT Pacific directly (2-day acknowledgement, 15-day resolution); Stage 2 refer to TIO if unresolved.