Version 1, effective July 2026. We review our policies regularly and always publish the current version on this page.

We want to hear from you

We take complaints seriously. Our internal process is designed to resolve issues quickly, fairly and transparently, consistent with the Telecommunications Consumer Protections Code (TCPC) and our obligations as a registered Australian carrier.

Step 1: raise your complaint

your name and best contact details
a description of the issue
any relevant service identifiers, dates or reference numbers.

We will acknowledge your complaint within two business days and aim to resolve it within ten business days, consistent with TCPC standards.

Step 2: escalate within Digital Soul

If you are not satisfied with the initial response, you can request escalation to a senior team member. We will respond to escalated complaints within a further five business days.

Step 3: external escalation (TIO)

If your complaint remains unresolved, you may contact the Telecommunications Industry Ombudsman (TIO):

Web: www.tio.com.au
Phone: 1800 062 058

The TIO provides a free, independent dispute-resolution service for residential and small-business telecommunications customers.

Network outage complaints

Section added in Version 2, July 2026, per the Telecommunications (Consumer Complaints Handling) Industry Standard amendment of 30 June 2025.

A network outage complaint is a complaint about loss of service during a major outage or a significant local outage on our network. We handle these separately from general complaints:

You can lodge a network outage complaint by the same contacts above at any time during or after an outage. Current outage information is published on our service status page and our approach is set out in our Network Outage Communications Policy.
During an outage, our priority is restoration and keeping you informed. We will acknowledge your complaint and record it against the outage event.
A network outage complaint is resolved once your service is restored and we have communicated any bulk resolution offer that applies to affected customers (for example a service credit). If you consider your individual circumstances are not addressed by a bulk resolution, tell us and we will handle your complaint individually through the standard process above.
Where an outage is caused by a natural disaster, we may handle related complaints through our standard complaints process.

Domestic, family and sexual violence

If your complaint relates to circumstances involving domestic, family or sexual violence, our Domestic, Family and Sexual Violence Statement sets out the support we can provide. We will prioritise your safety in how we handle your complaint and how we contact you.

Accessibility

If you need assistance lodging a complaint, including through the National Relay Service or translator services, please let us know.

Complaints handling