Nexstream are committed to delivering a great experience for every customer. If something hasn’t gone quite right, we want to hear about it. We take feedback seriously and aim to respond quickly, communicate clearly, and resolve concerns with care.
Our complaints handling policy explains what qualifies as a complaint, how we’ll keep you updated throughout the process, expected timeframes for resolution, and what you can do if you’re not satisfied with the outcome.
Below are the details of our complaints handling policy which outlines how we classify a complaint, how we will keep your informed during the process, how long it may take to resolve a complaint and your options for escalation if you are not satisfied.
A complaint is when you contact us to express dissatisfaction with our service, a product we provide, or an interaction you’ve had with our team — and you expect a response or outcome from us. You are always entitled to make a complaint, and there is no cost to do so.
Reporting a technical issue, asking for support, or requesting general information isn’t considered a complaint unless you specifically ask for it to be treated that way. If we’re unsure, our team may ask you to confirm whether you’d like your query handled as a complaint.
You can make a complaint by
Phoning us on 1300 649 117
Emailing us at [email protected]
If you would like to be represented by someone else during the complaints process, let us know when lodging your complaint. Please also tell us if you are experiencing financial hardship or have other special needs so that we can provide right type of assistance for you.
The below Australian Government services are available if you require accessibility assistance to make a complaint, follow-up the progress of a complaint, or to understand our complaints handling policy.
| National Relay Service (NRS) | accesshub.gov.au |
| Translating and Interpreting Service (TIS National) | tisnational.gov.au Phone: 131 450 (within Australia) Phone: +613 9268 8332 (outside Australia) |
When you lodge a complaint with us, you’ll receive a unique reference number to help track progress and make follow-ups easy.
How we provide your reference number
Phone: We will give you the number during the conversation
Email: We will send your number within 2 business days of receiving your complaint
Once we receive your complaint, our team will make an initial assessment to determine whether it is a standard or urgent complaint. Urgent complaints may include situations such as:
Loss or disconnection of service
Priority assistance services being affected
Requests for financial hardship support
Circumstances involving domestic or family violence
To help us reach a fair outcome, we may ask you for more details while we investigate.
We always aim to resolve concerns at your first point of contact. If this isn’t possible:
We will aim to propose a resolution within 10 business days, or
2 business days for urgent complaints
If you ask for written confirmation of our proposed solution, we’ll provide it within 5 business days
For billing-related complaints, we will finalise the resolution no later than the end of the next billing period or within 30 calendar days — whichever comes first.
Once you accept a resolution:
We will implement it within 5 business days, and
Confirm in writing within 5 business days of completion
(Timeframes may vary if you request a different schedule or if we are waiting on action from you.)
If we need additional time to get things right, we’ll let you know the reason for the delay and provide an updated timeframe.
If at any time you feel unhappy with how your complaint is being handled, you can choose to escalate it to the Telecommunications Industry Ombudsman (TIO).
We will never close your complaint without your agreement, and we’ll notify you once it has been finalised.
In some cases, after thoroughly reviewing your complaint and escalating it internally where necessary, we may determine that:
There is no further reasonable action we can take to resolve the matter, and/or
The complaint or behaviour is considered frivolous or vexatious
If this happens, we may decide to stop handling the complaint. Should we make this determination, we will:
Inform you of our decision within 5 business days, including the reasons why and your options for external dispute resolution such as the Telecommunications Industry Ombudsman (TIO)
Let you know if we are unable to accept further complaints from you on the same or closely related matter, except where required by an external dispute resolution process
Provide our reasons in writing within 5 business days if you request written confirmation
If you are not satisfied with the outcome or resolution of your complaint after we have responded, you have the right to refer your matter to the Telecommunications Industry Ombudsman (TIO) for independent review. The TIO is an external body of last resort for complaints about telephone or internet services that you have first tried to resolve directly with your provider.
We ask that you give us the opportunity to fully manage your complaint internally before escalating to the TIO, as in our experience internal resolution is often faster and more straightforward.
As a consumer, you may contact the TIO at any time if you believe we have had a reasonable chance to resolve your complaint. Your service cannot be terminated by us solely because you have pursued external dispute resolution.
TIO contact details:
Phone: 1800 062 058 (or 03 8600 8700) tio.com.au/complaints
Fax: 1800 630 614 (or 03 8600 8797)
Mail: PO Box 276, Collins Street West, VIC 8007
Email: [email protected]
Online: tio.com.au/complaints
Accessibility support options are available at: tio.com.au/accessibility
Alternatively, you may contact the relevant Office of Fair Trading or equivalent consumer protection agency in your state or territory.
A network outage complaint is when you let us know that your service is not working and we confirm that the issue is due to a Major Outage or a Significant Local Outage. You’re always entitled to lodge a network outage complaint, and there are no fees or charges for doing so.
We always strive to respond as quickly as possible. However, during large outage events, our support team may receive a high number of calls and messages. In these situations, we will still do our best to keep you updated on what’s happening — including the cause of the outage, how widespread it is, and the estimated time for restoration — in line with our Outage Handling Policy.
Please note: This policy does not apply to outages caused by natural disasters.
You can make a network outage complaint by:
Calling us on 1300 649 117
Emailing us at [email protected]
If you would like to be represented by someone else during the network outage complaints process, let us know when lodging your complaint. Please also tell us if you are experiencing financial hardship or have other special needs so that we can provide right type of assistance for you.
The below Australian Government services are available if you require accessibility assistance to make a complaint, follow-up the progress of a complaint, or to understand our network outage complaints handling policy.
| National Relay Service (NRS) | accesshub.gov.au |
| Translating and Interpreting Service (TIS National) | tisnational.gov.au Phone: 131 450 (within Australia) Phone: +613 9268 8332 (outside Australia) |
When you report a service outage, we’ll confirm once the issue is identified as a network-related complaint and is being handled under our network outage complaints process. You’ll also receive a unique reference number so you can easily track progress and follow up with us.
How you’ll receive your reference number
Phone: provided during the conversation
Email: sent within 2 business days of receiving your complaint
Once we have your network outage complaint, our team will carry out an initial assessment to determine whether the matter is standard or urgent. A complaint is treated as urgent when:
A priority assistance service is affected
There is a potential risk to your personal safety
There is a serious health concern associated with the outage
For urgent matters, we will do everything reasonably possible to keep you connected — including considering temporary or alternative connection options if they’re available.
To help us investigate, we may need more details from you — such as the impacted service address, when the outage started, or anything else that will help us identify the cause.
Our primary goal in resolving a network outage complaint is to restore your affected services as quickly as we can. We will take all reasonable steps within our control to make this happen.
A network outage complaint is considered resolved when your services are restored and we have provided written confirmation. This notification will include:
What to do if you feel the outcome doesn’t meet your needs
How to request further support
Information on any bulk resolution offers, including acceptance timeframes (if applicable)
How we close network outage complaints
Urgent complaints: we will check back with you within 2 calendar days after sending written confirmation to ensure your services are working. If not, we’ll take further action within 2 working days. We will not close the complaint until your services are confirmed restored.
Non-urgent complaints: we will close the complaint only once you confirm your services are restored — or 3 working days after we’ve sent written confirmation if we do not hear back from you.
If you remain unhappy with the outcome or how your network outage complaint has been managed, please contact us using the same outage complaint contact channels so we can review the situation again.
You also have the option to pursue external dispute resolution if you feel your concern has not been satisfactorily addressed.
