Complaint Policy
At Internet Monster, we are committed to providing our customers with the best possible service. If you have any questions or would like to raise a complaint, please don’t hesitate to contact us. Below is a list of steps we take to ensure your complaint is resolved in a timely and effective manner.
How To Lodge a Complaint:
We encourage you to reach out to us as soon as possible if you have a complaint. You can submit a complaint through the following channels:
If you have a concern about information that has been provided or the conduct of one of our agents please call us on 1300 626 732.
You can also reach us on our contact form https://internetmonster.com.au/contact/
Or, email our team at residential@internetmonster.com.au.
Please provide detailed information about your complaint, including your contact details and any relevant documentation, to facilitate the resolution process.
Our customer support team is available to assist you during our business hours and will work to resolve your complaint in a timely and satisfactory manner.
Our Complaint Handling Process
We take feedback and complaints very seriously here at Internet Monster. Once we receive your complaint, we will take the following steps to address it:
Once our complaints team receives your complaint, we will open an investigation. This may involve gathering additional information, reviewing documents or recordings, and speaking to relevant parties.
Throughout the resolution process, we will communicate openly and transparently with you if there are significant updates. Our customer support team will also be readily available to address any questions or concerns.
If you are not satisfied with the outcome of your complaint, you can request that it be escalated to a higher level within our organisation. We will review your complaint again and work to find a satisfactory resolution. If you are still not satisfied, you may have the option to escalate your complaint to an external dispute medium, such as the Telecommunications Industry Ombudsman (TIO).
We are committed to exploring all avenues to resolve your complaint and will work diligently to reach a satisfactory solution. If you have any questions or require further assistance, please don’t hesitate to reach out to us.
Want to talk to one of our friendly experts now? Give us a call.