Your Rights

COMPLAINTS

We take every complaint seriously. If something isn't right, here's exactly how to fix it.

TIO
Member

Telecommunications Industry Ombudsman

Hermes Telco is a member of the Telecommunications Industry Ombudsman (TIO). If we can't resolve your complaint to your satisfaction, you have the right to contact the TIO for free, independent dispute resolution.

tio.com.au →Phone: 1800 062 058TTY: 1800 675 692

1Contact Us First

Most issues can be resolved quickly. Please get in touch with our team first:

💬
Live Chat
Use the chat widget on our site for immediate assistance
📩
Support Ticket
Submit at hermestelco.com/contact
📧
Email
support@hermestelco.com.au

2What to Include in Your Complaint

  • •Your full name and account number
  • •The service(s) affected (NBN or mobile plan)
  • •A clear description of the problem
  • •When the issue started and how it has affected you
  • •What outcome you are seeking
  • •Any relevant reference numbers from previous contact with us

3Our Response Timeframes

Complaint TypeResponse Time
General enquiryWithin 2 business days
Billing disputeWithin 5 business days
Service faultWithin 2 business days
Formal complaintAcknowledgement within 2 days; resolution within 15 business days
Complex complaintUp to 30 business days, with regular updates

4If You're Not Satisfied

If we haven't resolved your complaint within the timeframes above, or you're not satisfied with our response, you can escalate to:

Telecommunications Industry Ombudsman (TIO)
Free, independent dispute resolution for telecommunications complaints.
Make a complaint online →📞 1800 062 058📠 1800 630 614
Australian Communications and Media Authority (ACMA)
Regulates communications and media in Australia.
acma.gov.au →

Hardship Policy

If you are experiencing financial hardship and are having difficulty paying your bill, please contact us as soon as possible. We will work with you to find an arrangement that suits your circumstances, which may include a payment plan, temporary service modification, or other assistance. We are committed to treating customers in financial hardship fairly and with compassion.

Submit a Complaint

Hermes Telco operates in accordance with the Telecommunications Consumer Protections (TCP) Code.