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

Or

  • Chat to us online via Live Chat
  • Call us on 1300 808 300
You may use any of these contact methods to make a complaint

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)

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 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


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.