Make a complaint
If you're not happy with our products, our services or how we handled your enquiry, tell us so we can get it right.
Our commitment
You have the right to make a complaint if you are dissatisfied with our services or how we've handled your enquiry. Anyone can make a complaint, and you can nominate someone to make a complaint on your behalf. We will not charge you for handling your complaint.
A complaint is any expression of dissatisfaction you (or your representative) make about our products, services, or how we've handled a complaint. If it's not clear whether you want your concern managed as a complaint, we'll check with you.
How to make a complaint
These contact details are for making a complaint.
- Phone 1300 640 918
- In-app chat By using in-app chat in the Spriggy app.
- Email complaints@spriggy.com.au
- Post Spriggy Mobile, PO Box Q56, Queen Victoria Building NSW 1230
- Non-English speaking
- You can contact the Translating and Interpreting Service (TIS National) on 131 450 or tisnational.gov.au
- If you are deaf, have a hearing or speech impairment or need extra support
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You can contact us through the National Relay Service (around Australia)
Monday to Sunday 9am to 5pm, and 10am to 4pm on NSW public holidays (AEST/AEDT), on:
- Voice Relay (Speak and Listen): 1300 555 727
- TTY or SMS Relay: 133 677
- NRS Chat: 1300 553 467
- NRS Captions: 1300 018 342
Hours: Monday to Sunday, 9am to 5pm. NSW public holidays, 10am to 4pm. All times are AEST/AEDT.
How long it takes
| Acknowledgement | straight away if you contact us by phone or in-app chat. Within 2 business days if you email or write to us. |
|---|---|
| When we acknowledge it | we'll give you a unique reference number, an estimated timeframe for resolving your complaint, and how to track its progress. |
| Proposed resolution | within 10 business days of receiving your complaint, if we can't resolve it straight away. |
| Urgent complaints | we'll contact you with a proposed resolution within 2 business days. Urgent complaints include those where you're experiencing financial hardship, your service is about to be or has been disconnected without due process, or your personal safety is at risk. |
| Renewal, charge or recharge errors | resolved before your next bill is due, or within 30 days, whichever is sooner. |
| Putting things right | once you agree to a resolution, we'll implement it within 5 business days. |
If there's a delay, we'll tell you why, give you a new timeframe and let you know your options. If your complaint isn't resolved within 30 calendar days, we'll give you information about external dispute resolution, including the Telecommunications Industry Ombudsman (TIO).
Escalating your complaint
If you're unhappy with how long it's taking, how it's progressing or the outcome, or you want it treated as urgent, tell us. Within 24 hours we'll explain our escalation process and your right to go to the TIO. We'll assess a request to prioritise or escalate your complaint within 5 business days.
If you're still not satisfied, you can take your complaint to the Telecommunications Industry Ombudsman, a free and independent service. Please try to resolve it with us first, and give the TIO your Spriggy Mobile complaint reference number.
If you need extra support
If you are affected by domestic, family or sexual violence, you can request tailored support and help making or tracking a complaint. Read our Domestic and Family Violence Statement.
If you are experiencing financial hardship, we may be able to help with payment assistance. Read about payment assistance.