Complaints Handling

Last updated: April 2026

1. Our Commitment

Wi-Sky Queensland Pty Ltd (trading as Sky5G) is committed to resolving complaints fairly, efficiently, and in accordance with the Telecommunications Consumer Protections (TCP) Code C628:2019 and the Telecommunications (Consumer Complaints Handling) Industry Standard 2018.

There is no charge for making a complaint.

2. What is a Complaint?

A complaint is an expression of dissatisfaction made to us about our products, services, staff, or the handling of a complaint, where a response or resolution is expected. This is different from a general enquiry or service request.

3. How to Lodge a Complaint

You can lodge a complaint through any of the following channels:

• Phone: 1300 413 783 (ask to lodge a complaint)
• Email: complaints@sky5g.com.au
• Online: Contact form (select "Complaint" as the enquiry type)
• Mail: Complaints Department, Wi-Sky Queensland Pty Ltd, PO Box 21, Richmond QLD 4822

If you have a hearing or speech impairment, you can contact us via the National Relay Service:

• TTY users: Call 13 36 77, dial 0, then ask for 1300 413 783
• Speak and Listen users: Call 1300 555 727 then ask for 1300 413 783
• Internet relay users: Visit the NRS website and enter 1300 413 783

If you require an interpreter, you can contact the Translating and Interpreting Service (TIS National) on 13 14 50 and ask them to call us on your behalf.

4. What Happens When You Complain

Step 1: Acknowledgement

We will acknowledge your complaint immediately if made by phone. For written complaints (email, letter, online), we will acknowledge receipt within 2 working days.

You will be provided with a unique complaint reference number to track the progress of your complaint.

Step 2: Investigation & Resolution

We aim to resolve complaints as quickly as possible:

• Urgent complaints (e.g., service disconnection, financial hardship, domestic violence): resolved within 2 working days
• Standard complaints: resolved within 15 working days
• Complex complaints (requiring further investigation): resolved within 20 working days

If we need more time, we will contact you to explain why and provide an updated timeframe.

Step 3: Outcome

Once we have investigated your complaint, we will contact you with the outcome and any proposed resolution. If you accept the resolution, we will implement it promptly. If you are not satisfied with the outcome, you can ask for your complaint to be escalated.

5. Escalation

If you are not satisfied with the resolution offered, you can:

1. Request internal escalation: Ask for your complaint to be reviewed by a senior manager. We will review and respond within 5 working days.
2. Contact the Telecommunications Industry Ombudsman (TIO): If you remain dissatisfied after our internal process, or at any time during the process, you have the right to contact the TIO.

6. Telecommunications Industry Ombudsman (TIO)

You may contact the TIO at any stage if you are not satisfied with how we are handling your complaint. There is no charge for using the TIO service.

7. Complaints Related to Financial Hardship

If your complaint relates to financial hardship, please refer to our Financial Hardship Policy. Your service will not be disconnected while a hardship arrangement is being assessed or is in place.

8. Complaints Related to Domestic & Family Violence

If your complaint relates to domestic or family violence, please refer to our Domestic Violence Policy. All DFV-related complaints are treated as urgent and handled with the utmost confidentiality.

9. How We Use Your Complaint

We record and monitor all complaints to identify trends and improve our services. Your personal information will be handled in accordance with our Privacy Policy and the Australian Privacy Principles.

10. Accessibility

We are committed to making our complaints process accessible to all customers, including those with disability, those from non-English speaking backgrounds, and those in regional and remote areas. If you need assistance lodging a complaint, please let us know and we will work with you to find a suitable method.