{"id":27,"date":"2026-10-02T00:20:59","date_gmt":"2026-10-02T00:20:59","guid":{"rendered":"https:\/\/bitswireless.com.au\/?page_id=27"},"modified":"2026-10-02T00:20:59","modified_gmt":"2026-10-02T00:20:59","slug":"complaints","status":"publish","type":"page","link":"https:\/\/bitswireless.com.au\/?page_id=27","title":{"rendered":"Complaints"},"content":{"rendered":"

Our commitment<\/h2>\n

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.<\/p>\n

BITS Internet wants to hear when something has gone wrong. We handle every
\ncomplaint in good faith, free of charge, and we will tell you what we are doing
\nand when.<\/p>\n

A complaint is any expression of dissatisfaction about our services, our staff
\nor our handling of an earlier complaint, where you are seeking a response. You
\ndo not have to use the word “complaint”.<\/p>\n

How to make a complaint<\/h2>\n\n\n\n\n\n\n
Phone<\/strong><\/td>\n1300 248 795<\/td>\n<\/tr>\n
Email<\/strong><\/td>\nsupport@bitswireless.com.au<\/td>\n<\/tr>\n
Post<\/strong><\/td>\nBITS Internet Pty Ltd, 4 Watts Drive, Varsity Lakes QLD 4227<\/td>\n<\/tr>\n
In person<\/strong><\/td>\nAt the address above, during business hours<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

If you need help making a complaint, tell us and we will assist. You can also
\nask someone else, such as a colleague, your accountant or an advocate, to deal
\nwith us on your behalf, once you have authorised them.<\/p>\n

If you need an interpreter, contact the Translating and Interpreting Service on
\n131 450 and ask them to call us. If you are deaf, or have a hearing or speech
\nimpairment, contact us through the National Relay Service.<\/p>\n

What happens next<\/h2>\n\n\n\n\n\n\n\n\n\n
Step<\/th>\nWhat we do<\/th>\nWhen<\/th>\n<\/tr>\n<\/thead>\n
Acknowledgement<\/strong><\/td>\nWe confirm we have your complaint and give you a reference<\/td>\nImmediately if you phone; within 2 working days otherwise<\/td>\n<\/tr>\n
Assessment<\/strong><\/td>\nWe look into it and tell you the outcome we propose<\/td>\nWithin 15 working days<\/td>\n<\/tr>\n
If it will take longer<\/strong><\/td>\nWe tell you why, and when to expect an answer<\/td>\nBefore the 15 working days are up<\/td>\n<\/tr>\n
Urgent complaints<\/strong><\/td>\nAn urgent complaint is one about a service that is not working and you rely on, or where disconnection is imminent. We treat these first<\/td>\nResolved within 2 working days<\/td>\n<\/tr>\n
Implementing the outcome<\/strong><\/td>\nOnce you accept the proposed resolution, we carry it out<\/td>\nWithin 10 working days, unless you agree otherwise<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

We keep a record of every complaint and its outcome.<\/p>\n

If you are not satisfied<\/h2>\n

Our support desk handles complaints day to day. Ask us to escalate and our
\nService Delivery Manager, who has not handled the matter, will review it and
\ncome back to you.<\/p>\n

If you are still not satisfied, or you are unhappy with how long we have taken,
\nyou can take the matter to the Telecommunications Industry Ombudsman<\/strong>, which
\nis free and independent:<\/p>\n\n\n\n\n\n
Phone<\/strong><\/td>\n1800 062 058<\/td>\n<\/tr>\n
Online<\/strong><\/td>\ntio.com.au<\/a><\/td>\n<\/tr>\n
Post<\/strong><\/td>\nPO Box 276, Collins Street West VIC 8007<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

You can go to the Ombudsman at any time, but it usually helps to give us the
\nchance to fix it first.<\/p>\n

What we will not do<\/h2>\n
    \n
  • We will not charge you for making a complaint.<\/li>\n
  • We will not cancel your service because you made a complaint.<\/li>\n
  • While a complaint about a disputed amount is being dealt with, we will not
    \n refer that amount to a debt collector, or use it as grounds to restrict or
    \n disconnect your service.<\/li>\n<\/ul>\n

    Keeping this policy current<\/h2>\n

    We review this policy at least every two years, and whenever the rules change.
    \nThe rules that govern it are being replaced: the ACMA announced on 27 March 2026
    \nthat it will replace the industry code with a standard of its own, and we will
    \nupdate this policy when that happens.<\/p>\n

    Last updated:<\/strong> 2 October 2026<\/p>\n","protected":false},"excerpt":{"rendered":"

    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 […]<\/p>\n","protected":false},"author":5,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-27","page","type-page","status-publish","hentry"],"featured_image_src":null,"featured_image_src_square":null,"_links":{"self":[{"href":"https:\/\/bitswireless.com.au\/index.php?rest_route=\/wp\/v2\/pages\/27","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/bitswireless.com.au\/index.php?rest_route=\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/bitswireless.com.au\/index.php?rest_route=\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/bitswireless.com.au\/index.php?rest_route=\/wp\/v2\/users\/5"}],"replies":[{"embeddable":true,"href":"https:\/\/bitswireless.com.au\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=27"}],"version-history":[{"count":0,"href":"https:\/\/bitswireless.com.au\/index.php?rest_route=\/wp\/v2\/pages\/27\/revisions"}],"wp:attachment":[{"href":"https:\/\/bitswireless.com.au\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=27"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}