complaints

We're sorry to see you here. At amaysim, we strive to keep our customers happy and to offer excellent customer service, so we'll do our best to resolve your issue in a quick and effective manner.

1. Register your complaint

If you're experiencing an issue with your service, or if you need support, please contact us first for timely help.

If something went wrong with your amaysim experience and you're unhappy with our products or service, you can register a formal complaint by emailing us via the complaint form. We'll investigate and try to resolve your matter as quickly as possible.

Submit a complaint


Or send us a written letter to:
Complaints
PO Box R567
Royal Exchange NSW 1225

2. You'll get a reference number

We'll provide a Reference Number for you right away, so you can track the progress of the complaint. We'll also get back to you within 2 days of submitting your complaint.

3. Resolving your complaint

We'll contact you and do our best to resolve everything as quickly as possible.

Most complaints are resolved within 15 business days. If we need more time, we'll let you know.

Urgent complaints about financial hardship or disconnections will be prioritised.

Tracking the progress of your complaint

Contact us with your complaint Reference Number and we'll give you a status update on your complaint.

Read our complete policy

amaysim Complaint Handling Policy (PDF)

amaysim Energy Complaints Handling Policy (PDF)

We're happy to mail you a hard copy of the policy - just contact us to let us know your postal address.


External resolution

If you are not satisfied with the outcome of your complaint or with the way in which we have handled the matter (including the timeframes for resolving your complaint), you can ask the relevant industry ombudsman to assist you.

For mobile or home internet complaints

Quick answer

Note: You'll need to give amaysim an opportunity to resolve your complaint before taking it to the TIO.

Telecommunication Industry Ombudsman (TIO)

Ph: 1800 062 058
Web: http://www.tio.com.au
Mail: PO Box 276 Collins Street West Vic 8007

For electricity or gas complaints

Quick answer

Note: You always have the option to contact the relevant Ombudsman at any time for independent advice and assistance. The office details of each state's Ombudsman are:

Energy and Water Ombudsman Victoria (EWOV)

Freecall (except mobile phones): 1800 500 509
Mail: GPO Box 469, Melbourne, Victoria, 3001
Web: www.ewov.com.au

Energy and Water Ombudsman Queensland (EWOQ)

Ph: 1800 662 837
Email: complaints@ewoq.com.au
Web: www.ewoq.com.au
Mail: PO Box 3640, South Brisbane BC, QLD, 4101

Energy & Water Ombudsman NSW (EWON)

Ph: 1800 246 545
Mail: Reply Paid 86550, Sydney South, NSW 1234
Email: complaints@ewon.com.au
EWON: complaints form

Energy & Water Ombudsman South Australia (EWOSA)

Ph: 1800 665 565
Free fax: 1800 665 165
Mail: GPO Box 2947, ADELAIDE, SA, 5001
Web: www.ewosa.com.au


We aim to make the complaint handling process fair and accessible for everyone including customers and former customers with disabilities, those suffering from 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.