Complaints

We’re sorry to see you here. It seems something went wrong with your amaysim experience and you’re unhappy with our products or service. 

 

At amaysim we strive for happy customers and excellent customer service, so we’ll do our best to solve your issue in a quick and effective manner.

We’re here from 8am – 9pm (AEST) Monday to Friday, and 10am- 6pm (AEST) weekends and public holidays. 

 

We aim to make the complaint handling process fair and accessible for everyone including customers and former customers with disabilities, those suffering financial hardship and those from non-English speaking backgrounds. If you require any special assistance to articulate and lodge a complaint or have any special requirements, please tell us what they are when you get in touch with us and we will provide specialised support as needed. 

 

If you'd like to read our policy relating to your complaint, then download the amaysim Complaint Handling Policy.

 

Alternatively, if you’d like a hard copy of the policy, we’re happy to send you one in the mail – just contact us and let one of our customer representatives know your postal address.

When we receive your complaint, firstly, we’ll acknowledge that we’ve received it and provide you with a reference. This will allow us to identify your complaint and  it will also enable you to track it when you get in touch with us.

 

After that, one of our customer representatives will be in touch with you to investigate and resolve your matter as quickly as possible.

A maximum of 15 working days will be the time it takes to resolve your issue.  We’ll do our best to resolve it quicker though!). If you’ve  got an urgent complaint like suffering from financial hardship, or you’ve been disconnected, we’ll aim to address these issues quicker. 

If we need more time to investigate, we’ll be in touch to let you know what’s causing the delay and when you can expect the resolution.

 

 

Whilst we investigate your issue, you can contact us at any time. Just provide us with your complaint reference number and we’ll provide you with up-to-date info on what’s happening with your complaint.

 

For more help, please visit our online Help & Support section.

 

The amaysim complaints handling process and policy have been developed in accordance with the INDUSTRY CODE TELECOMMUNICATIONS CONSUMER PROTECTIONS CODE C628:2012. No legal rights arise under this document.