A guide to our services and what to do if you have a problem

The aim of the Truphone Customer Complaints Code is to give you a clear guide and to explain our procedures for complaint handling and dispute resolution if you have a problem. It does not affect your legal rights, or form part of a contract between you and us. 

Our contact details

To contact us, simply contact us via:

Consumer customers

Phone: 707 Truphone from your Handset or +61 2 8999 4200
Email: help@truphone.com

Business customers

Phone: 707 Truphone from your Handset or +61 2 8999 4206
Email: business.help@truphone.com 

Alternatively, you can write to us at:

Customer Services
Truphone Pty Limited
Level 2, 383 George Street
Sydney NSW 2000

If you'd like receive this document in a different format, such as in large print or in Braille please contact us via the details above. 

Principal Office

The principal office address is:

Customer Services
Truphone Pty Limited
Level 35 One International Towers
100 Barangaroo Avenue
Sydney NSW 2000

Truphone's full "Truphone Code of Conduct" can be found on our website www.truphone.com. 

Our complaint handling procedures

Truphone endeavours to make the customer experience a very good one but at times you may feel that you would like to raise a complaint about our service or if you have a billing dispute.

This section sets out how to make a complaint and your rights to refer a dispute to an independent ombudsman. 

1. Complaints about our Service

If you're not happy with our service and would like to make a complaint, please contact us first by calling 707 from your Truphone handset, or call

Consumer customers

Phone: +61 2 8999 4200 (Standard charges Apply)
Email: help@truphone.com

Business customers

Phone: +61 2 8999 4206 (Standard charges Apply)
Email: business.help@truphone.com 

Our customer services team will assist you and will try and resolve the issue as quickly as possible.

Truphone is committed to resolving all issues in a timely manner. If your complaint is lodged via telephone, we will acknowledge your complaint and endeavour to resolve your complaint within 48 hours. If your complaint is lodged in any other way, we will aim to contact you and have the issue resolved within seven (7) business days. We are required to resolve your complaint within 8 weeks from the date the complaint was formally made to us.

If we are unable to resolve your issue immediately or within the above-referenced time frame, we will let you know the reasons why and provide you a timeframe for when you will receive a response. We will provide you with ongoing communication on the status of your complaint until the complaint is resolved.

Unfortunate in the Event that you are Still not satisfied with the Resolution of the Complaint, it is Suggested that you Seek independent Legal advice. You can Also non-Seek Legal Assistance from the Telecommunications Industry Ombudsman (TIO) www.tio.com.au Take your Concerns or to the Australian Communications and Media Authority (ACMA) www.acma.gov.au. 

2. Complaints about a Truphone Invoice, our billing or charges levied on your account

We take customer billing complaints very seriously and if you need to make a complaint about any billing aspect of your Truphone account you can contact us on:

Consumer customers

Phone: +61 2 8999 4200 (Standard charges Apply)
Email: help@truphone.com

Business customers

Phone: +61 2 8999 4206 (Standard charges Apply)
Email: business.help@truphone.com

Once you have lodged a complaint with us we will acknowledge the complaint in writing to you and provide you with reasonable progress updates in relation to resolving the compliant where appropriate. Once the complaint has been resolved we will issue you with a written communication confirming the final decision made on your complaint

Truphone will endeavour to resolve all issues in a timely manner. We are required to resolve your complaint within 8 weeks from the date the complaint was formally made to us. If we have not issued you with a final response letter after 8 weeks and there has been no BETWEEN US Agreement for Extending that time period, or you are not satisfied with the outcome of the Complaint Procedure, then May you make a Complaint Directly to the Telecommunications Industry Ombudsman (TIO) www.tio.com.au or Take your Concerns to the Australian Communications and Media Authority (ACMA) www.acma.gov.au. 

Regulation

ACMA

We are regulated by ACMA (the Australian Communications and Media Authority) which is the independent regulator for the Australian communications industry.