At Start we pride ourselves on delivering excellent customer service, however occasionally things don’t go as well as we would like. That’s why we have a Complaints Process which is designed to resolve your issue as quickly as possible.
If we haven’t met your expectations and you need to raise a complaint please follow the steps below. If you need a hand to lodge your complaint our Start Support Experts are here to help you every step if the way.
Step 1: First Contact
Firstly, get in touch with us to let us know what went wrong. At first contact, a member of the Start Support Team will be there to listen and hopefully put things right. The Start Support Team can solve anything from the simplest of issues right through to complex problems.
If you email us about your complaint you will receive acknowledgement along with a reference number within 2 business days. For complaints lodged on the phone we can give you this detail immediately. The Start Support Team will contact you via the email and phone number listed on your Start Account, if you have an alternative preferred contact just let us know.
Step 2: Escalation to a Start Support Manager
If a member of the Start Support Team is not able resolve your complaint, they will escalate it to a Start Support Manager. The Start Support Manager will review the complaint in detail and respond within 2 working days to attempt to get things resolved.
At Start we aim to resolve all complaints as quickly as we can! Most complaints can be resolved within 5 business days from the date of initial lodgement but more complex problems can take up to 15 business days. On the occasion we can’t get things sorted within these timeframes we will get in touch to let you know and discuss a new timeframe.
Step 3: Further Options
If a Start Support Manager is not able resolve your complaint then we may recommend speaking with a member of our Senior Management Team.
If we can’t get things sorted for you and you remain unsatisfied the Telecommunications Industry Ombudsman (TIO) is available for independent advice. The TIO is an office of last resort and deals with complaints that customers have not been able to resolve with their Telephone or Internet company, after exhausting all possible avenues directly with the company.
If things do go wrong and you have a complaint, we ask that give us a chance to make things right before going to the TIO, as in our experience complaints dealt with internally are resolved much quicker than complaints mediated via the TIO.
The TIO can be contacted via the following means:
Telephone: 1800 062 058 or 03 8600 8700
Fax: 1800 630 614 or 03 8600 8797
Email: tio@tio.com.au
Online: https://www.tio.com.au/making-a-complaint
Getting Updates
You can check up on the progress of your complaint at any time by calling us Monday to Friday between 8.30am and 6pm EST on 1300 475 155 and quoting your Start Account Number.
We will advise you either via Telephone or in writing via Email of the outcome of your complaint.
