Our commitment
BITS Internet (formerly BITS Wireless) is BITS Internet Pty Ltd, ABN 65 627 752 952, and is a member of the Telecommunications Industry Ombudsman scheme.
BITS Internet wants to hear when something has gone wrong. We handle every
complaint in good faith, free of charge, and we will tell you what we are doing
and when.
A complaint is any expression of dissatisfaction about our services, our staff
or our handling of an earlier complaint, where you are seeking a response. You
do not have to use the word “complaint”.
How to make a complaint
| Phone | 1300 248 795 |
| [email protected] | |
| Post | BITS Internet Pty Ltd, 4 Watts Drive, Varsity Lakes QLD 4227 |
| In person | At the address above, during business hours |
If you need help making a complaint, tell us and we will assist. You can also
ask someone else, such as a colleague, your accountant or an advocate, to deal
with us on your behalf, once you have authorised them.
If you need an interpreter, contact the Translating and Interpreting Service on
131 450 and ask them to call us. If you are deaf, or have a hearing or speech
impairment, contact us through the National Relay Service.
What happens next
| Step | What we do | When |
|---|---|---|
| Acknowledgement | We confirm we have your complaint and give you a reference | Immediately if you phone; within 2 working days otherwise |
| Assessment | We look into it and tell you the outcome we propose | Within 15 working days |
| If it will take longer | We tell you why, and when to expect an answer | Before the 15 working days are up |
| Urgent complaints | An urgent complaint is one about a service that is not working and you rely on, or where disconnection is imminent. We treat these first | Resolved within 2 working days |
| Implementing the outcome | Once you accept the proposed resolution, we carry it out | Within 10 working days, unless you agree otherwise |
We keep a record of every complaint and its outcome.
If you are not satisfied
Our support desk handles complaints day to day. Ask us to escalate and our
Service Delivery Manager, who has not handled the matter, will review it and
come back to you.
If you are still not satisfied, or you are unhappy with how long we have taken,
you can take the matter to the Telecommunications Industry Ombudsman, which
is free and independent:
| Phone | 1800 062 058 |
| Online | tio.com.au |
| Post | PO Box 276, Collins Street West VIC 8007 |
You can go to the Ombudsman at any time, but it usually helps to give us the
chance to fix it first.
What we will not do
- We will not charge you for making a complaint.
- We will not cancel your service because you made a complaint.
- While a complaint about a disputed amount is being dealt with, we will not
refer that amount to a debt collector, or use it as grounds to restrict or
disconnect your service.
Keeping this policy current
We review this policy at least every two years, and whenever the rules change.
The rules that govern it are being replaced: the ACMA announced on 27 March 2026
that it will replace the industry code with a standard of its own, and we will
update this policy when that happens.
Last updated: 2 October 2026