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At LUNET, we always aim to provide reliable and excellent services to our customers. However, we understand that sometimes things may not go as you expected. When this happens, we would like to hear from you so we can work with you to resolve the issue fairly, efficiently, and respectfully.
Complaint is an expression of dissatisfaction made to us by a consumer in relation to our telecommunications products or the application of a telco's complaints handling process itself, where a response or resolution is expected by the consumer.
If you express dissatisfaction and it appears that you expect us to respond or resolve the matter, we will treat it as a complaint unless it is clearly only a request for information, technical support or general assistance.
Please note that LUNET is not an authority that determines if content is infringing intellectual property rights, copyright, restricted or illegal. A complaint of this nature should be directed to the Australian Communications and Media Authority. Please check out www.acma.gov.au/complaints for further details.
You have the right to make a complaint if you are dissatisfied with our services. Making a complaint is free. During the process of complaint, we will not cancel your services, disadvantage you, or treat you differently.
We will handle all complaints in a way that is fair, transparent, respectful, and consistent with applicable telecommunications laws, industry standards, and consumer protection obligations.
You should contact our dedicated customer service team to make a complaint using one of these methods, during operating hours.
If our customer service teams have been unable to assist you, you can ask that your complaint be referred to our team supervisor. You may also contact our team management directly as follows:
| Contact Method | LUNET Support (technical issues) | LUNET Billing (account and services) | Operating Hours (AEST) |
|---|---|---|---|
| lunet-admin@lunet.net.au | lunet-admin@lunet.net.au | 9:00am - 5:00pm, Mon-Fri (AEST) | |
| Phone | +61 399 700 445 | +61 399 700 445 | 9:00am - 5:00pm, Mon-Fri (AEST) |
| Online | Submit an online query at https://lunet.net.au/en/ | Submit an online query at https://lunet.net.au/en/ | 9:00am - 5:00pm, Mon-Fri (AEST) |
| Attn: LUNET Customer Support, Level 3, 696 Bourke St, Melbourne, VIC 3000 | Attn: LUNET Billing, Level 3, 696 Bourke St, Melbourne, VIC 3000 | 9:00am - 5:00pm, Mon-Fri (AEST) |
When submitting a complaint, please ensure you provide up-to-date contact details. If we cannot reach you through our usual channels, we will notify you in writing, giving you 10 working days to respond before we close your complaint file.
If you need assistance because of disability, language needs, vulnerability, illness, family violence, financial hardship or other circumstances, please tell us. We will take reasonable steps to support you and communicate with you in a way that is appropriate for your circumstances.
To help us assess and resolve your complaint, please provide:
You may appoint an authorised representative or advocate to deal with us on your behalf. We may need to verify their authority before discussing your account or personal information.
We will try to resolve your complaint at the first point of contact wherever possible.
If we cannot resolve it immediately, we will:
We may need to contact you for more information. If we cannot reach you or need your assistance to progress the complaint, we will explain what information or action is required.
We will handle complaints in accordance with the following timeframes:
| Action Item | Timeframe |
|---|---|
| We will acknowledge your complaint immediately if it is made by phone, live chat, or in person. | Immediately |
| We will acknowledge your complaint within two working days if it is sent via email, online form, or post. | Within 2 working days |
| We will resolve all urgent complaints within two working days. | Within 2 working days |
| We will propose a formal resolution for all non-urgent complaints within ten working days. | Within 10 working days |
| We will implement the agreed-upon resolution within five working days after the agreement is reached. | Within 5 working days after agreement |
| We will confirm the implemented resolution to you in writing within five working days after completion. | Within 5 working days after implementation |
We will treat a complaint as urgent where required by law or where the circumstances reasonably require urgent handling.
Urgent complaints may include complaints where:
We will aim to resolve urgent complaints within 2 working days. We will inform you directly to discuss a new timeframe in the event that a resolution is likely to fall outside of this timeframe.
| Escalation Stage | Process and Actions | Timeframe / Conditions |
|---|---|---|
| Step 1: Internal Escalation | If Customer Service cannot resolve the issue, your complaint moves to a supervisor. If still unresolved, it is transferred to our team management. | Immediate transfer upon initial team's inability to resolve. |
| Step 2: Requesting Higher Review | If you are unhappy with the progress or proposed solution, you can request that your complaint be escalated directly to our team management. | Available at any stage of the process upon reasonable request. |
| Step 3: Response Time Disputes | If you lodge a complaint about our handling times, we will explain our prioritisation process and provide external dispute options (like the TIO). | Within 5 working days of your notification. |
We will keep you updated with the status of your complaint and you can contact us either by phone or by email with your full name and reference number to request a status update. You can always contact us during working hours to follow-up your complaint.
Once we finish investigating your complaint, we will confirm with you as quickly as possible that it has been resolved. Please refer to the table below to understand how we handle the outcome, implementation, and closure of your complaint.
| Stage / Scenario | Process and Actions | Required Timeframe |
|---|---|---|
| Resolution Confirmation | We will confirm your complaint is resolved either verbally (phone) or in writing (email), respecting your preferred contact method if you specified one. | As soon as practicable after investigation |
| Written Confirmation Request | If you request the resolution details in writing, we will send the confirmation to you. | Within 5 business days of your request |
| Implementing Standard Resolution | Once you accept the proposed resolution, we will take all reasonable actions to put it into effect. (Note: We cannot implement a resolution until you accept it, or if it requires an action from you that is incomplete.) | Within 10 business days (or an agreed alternative timeframe) |
| Implementing Urgent Resolution | Once you accept the proposed resolution for an Urgent Complaint, we will take all reasonable actions to put it into effect. | Within 2 business days |
| Closing a Complaint (Standard) | We will not close your complaint without your explicit consent. | Ongoing until consent is given |
| Closing a Complaint (Unresolved Escalations) | We may close your complaint without your consent only after it has been properly escalated within LUNET and you have been advised of external dispute options (like the TIO). | After external dispute options are provided |
| Closing a Complaint (No Contact) | We may close your complaint without your consent if we cannot reach you after sending a written notice. | After 10 business days of no response |
| Closing a Complaint (Frivolous/Vexatious) | If we carefully determine your complaint or behaviour is frivolous or vexatious, we will notify you that we will not handle it, explain why, and provide external dispute options. | Notification within 5 business days of our decision (Written confirmation sent within 5 business days if requested) |
If you are not satisfied with how we have handled your complaint, you have a right to take it to the Telecommunications Industry Ombudsman, which is a free and independent service.
We will not cancel your service for the sole reason that you were unable to resolve the complaint directly with us or you pursued options for external dispute resolution.
The Telecommunications Industry Ombudsman provides free and independent dispute resolution with unresolved phone or internet complaints. You can contact TIO via:
If you are d/Deaf, hard of hearing, or have a speech/communication impairment, you can contact TIO by: