Complaints Handling Process
What is a complaint?
A complaint is any expression of dissatisfaction or concern. We recognise and respect your right to raise a complaint at any time.
At Conxxion, we are committed to ensuring every customer receives exceptional care.
Although Conxxion does not directly provide energy, mobile, internet or insurance services, we proudly connect customers with our trusted partners — including Alinta Energy, Sumo, amaysim, Mate, Honey Insurance, Vodafone and NMI.
We take all feedback seriously and are dedicated to resolving concerns promptly, fairly and transparently.
If your complaint relates to a service (billing, fees, connection, contracts or product performance)
These matters are handled directly by the service provider under Australian Consumer Law (ACL) and Australian Competition & Consumer Commission (ACCC).
To ensure the fastest resolution, please contact your provider’s dedicated complaints team:
| Partner | Complaints Support |
| Alinta Energy | 133 702 or visit the Alinta complaints page |
| Sumo | 13 88 60 or visit the Sumo complaints page |
| amaysim | 567 or visit the amaysim complaints page |
| Mate | 13 14 13 or visit the Mate support page |
| Honey Insurance | 1800 882 839 or visit the Honey Insurance claims/complaints page |
| NMI (Payment Processing) | support@nminc.com or via your NMI dashboard support portal |
Tip: Having your account number / customer reference ready will speed up the process.
If your complaint relates to Conxxion or to your experience during referral
We want to hear from you.
Conxxion handles concerns relating to:
- The referral or customer sign-up experience
- Incorrect information provided during the referral process
- Ethical behaviour of an Independent Business Owner (IBO)
- IBO support received from Conxxion
- Handling of personal information by Conxxion
To lodge a complaint, please contact us at:
📧 Contact Us 📞 1300 767 226
Please include, if possible:
- Your full name and preferred contact details
- Name of the Service provider you were referred to
- A brief description of your concern
- Any supporting documentation (emails, screenshots, receipts, etc.)
Our Promise to You
For complaints handled directly by Conxxion:
| Stage | Timeframe |
| Acknowledgement of complaint | Within 2 business days |
| Investigation & updates | Within 10 business days |
| Resolution outcome | Within 30 business days |
If we need additional time for a fair outcome, we will let you know and explain why.
How Conxxion Supports You With Partner Complaints
Even though service-related issues are handled directly by our partner providers, Conxxion will support by:
- Providing correct contact information for your provider
- Offering guidance on how to raise a complaint effectively
- Monitoring recurring issues to improve customer experience
- Escalating systemic issues to partners when patterns arise
We cannot request account changes, billing corrections or compensation on a customer’s behalf, but we will always make sure customers know where to go for fast and effective help.
If You Are Not Satisfied With the Outcome
If your complaint relates to a serviceprovider and you are not satisfied with their resolution, you may be entitled to escalate your concern to the relevant industry Ombudsman or complaints authority.
These organisations are independent, impartial and free for consumers to contact.
Energy & gas complaints: Energy & Water Ombudsman (relevant state)
| State / Territory | Ombudsman & Contact Details |
| Victoria | Energy & Water Ombudsman Victoria (EWOV)Reply Paid 469, Melbourne VIC 8060Phone: 1800 500 509Fax: 1800 500 549Website: www.ewov.com.au |
| New South Wales | Energy & Water Ombudsman NSW (EWON)Reply Paid 86550, Sydney South NSW 1234Phone: 1800 246 545Fax: 1800 812 291Website: www.ewon.com.au |
| Western Australia | Energy & Water Ombudsman WAPO Box Z5386, St Georges Terrace, Perth WA 6831Phone: 1800 754 004Fax: (08) 9220 7599Website: energyandwater.ombudsman.wa.gov.au |
| Queensland | Energy & Water Ombudsman Queensland (EWOQ)PO Box 3640, South Brisbane BC QLD 4101Phone: 1800 662 837Fax: (07) 3087 9477Website: www.ewoq.com.au |
| South Australia | Energy & Water Ombudsman SA (EWOSA)GPO Box 2947, Adelaide SA 5001Phone: 1800 665 565Freefax: 1800 665 165From overseas: Phone +61 8 8216 1888 |
Telecommunications complaints: Telecommunications Industry Ombudsman (TIO) - www.tio.com.au/complaints
PO Box 276, Collins Street West VIC 8007 Phone: 1800 062 058 Fax: 1800 630 614 Website: www.tio.com.au
- Insurance complaints: Australian Financial Complaints Authority (AFCA) - www.afca.org.au/make-a-complaint/insurance
GPO Box 3, Melbourne VIC 3001 Phone: 1800 931 678 Email: info@afca.org.au Website: www.afca.org.au
If your complaint relates to Conxxion and you remain unsatisfied after our process is completed, please reply to your complaint email requesting an internal review, and a senior team member will reassess the matter.
Conxxion's Complaints Handling Policy may change from time to time. Any changes to this Policy will be published on Conxxion's websites.
This policy was last updated on 28 November 2025
Copyright Policy
Under the Copyright Regulations 1969, Conxxion is required to designate a person to be the designated representative to receive notifications and notices issued under Part 3A of the Copyright Regulations 1969.
This person is:
Compliance Manager
Level 5, 100 Market Street,
Sydney NSW 2000
In accordance with the Copyright Act 1968 (Cth) and other applicable laws, it is Conxxion’s policy to terminate, in appropriate circumstances, the service of any customer where that service is found to have been used to repeatedly infringe third party intellectual property rights.
DSA Code of Practice
ACN Pacific Legacy Customers
- Financial Hardship Policy
- Conxxion Customer Service Charter
- Customer Service Guarantee
- Conxxion credit reporting policy
- Statement of Notifiable Matters
- Australian Communications Consumer Action Network (ACCAN)
Financial Hardship Policy
Updated 28 November 2025
Statement of Intention
Conxxion is here to help. We will work with you to help you respond to financial hardship, whether temporary or long-term. We are committed to helping customers facing financial hardship maintain telecommunications access and working with you to find a sustainable solution. Any help we can give will depend on your individual circumstances, and we provide help on a case-by-case basis.
Definition of Financial Hardship
The Communications Alliance Telecommunications Consumer Protections Code defines financial hardship as: a situation where a Customer is unable, reasonably, because of illness, unemployment, being the victim of domestic or family violence, or other reasonable cause, to discharge their financial obligations under their contract with the Supplier and the Customer reasonably expects to be able to discharge those obligations if payment and/or Service arrangements were changed. Financial hardship can be of limited or long term duration.
Credit Management
In times of genuine financial hardship, customers and/or their financial counsellor deserve easy access to empathetic and skilled staff who can promptly address their circumstance or concerns. Conxxion will provide this service by training all staff in the general credit area to identify financial hardship customers. Conxxion expects its credit team members to act with compassion and sympathy, yet still manage the situation within business requirements. Credit staff are required to accept reasonable payment arrangements, taking into account each customer's individual circumstances.
Identification of a Customer Experiencing Financial Hardship
Conxxion considers financial hardship a state that involves an inability of the customer to pay bills, rather than an unwillingness to do so. Financial hardship can arise from a variety of situations, and can be either of limited duration or long term. To illustrate, several of the common causes are listed below.
- Loss of employment by the customer or family member.
- Family breakdown.
- Illness including physical incapacity, hospitalisation, or mental illness of the consumer or family member.
- A death in the family.
- Being the victim of domestic or family violence.
- Abuse of the service by customer (e.g. from use of 190X numbers, GPRS).
- Abuse of the service by a third party leaving the customer unable to pay the account.
- Natural disaster.
In order to assess financial hardship our Credit staff may request the customer provide an income and expenditure budget, details of telecommunications services, contact details, and other details relevant to the particular circumstances.
Consumer Access to Financial Advisers
Customers who find they are experiencing financial hardship can find contact details of community financial counsellors or consumer advocates who deal with financial difficulty matters via the Federal Government's MoneySmart website at moneysmart.gov.au.
Exploring Options for Keeping a Customer Connected
We will explore options to keep the customer connected. If applicable and depending on the particular circumstances, we will provide options with regard to spend controls, restriction of services, or transferring the customer to pre-paid services or contracts with hard caps or shaping if available. The duration and conditions of these options will vary and are subject to review.
Applying For and Reaching a Financial Arrangement
The basic principle of any agreed financial arrangement is that the repayment should be sufficient to cover expected future use of the service (as adjusted to ensure the customer's financial position does not worsen over a reasonable period of time), as well as providing continued reduction of debt at a reasonable level (i.e. the customer should not be going into further debt under the arrangement). Our Credit staff will discuss with the customer their situation. They will explain to the customer how to minimise the cost of their service by using spend control tools and, where appropriate, suggest alternate plans or services that may better suit the customer's circumstances.
If applicable and depending on the particular circumstances, we will provide options with regard to deferment or extensions of repayment periods, part-payment instalment plans, an alternative service or contract such as a pre-paid service if available, and, in limited cases, consider discounting or waiving certain service charges including incurred charges, late payment fees and cancellation fees. The duration and conditions of arrangements will vary and are subject to review.
When financial hardship arrangement terms are agreed, we confirm this verbally and/or in writing (in particular, if the customer requests the details in writing) and summarise the customer's rights, obligations, and the consequences of failing to adhere to the agreed arrangement. An arrangement cannot commence until the customer has agreed to and accepted all of the terms.
The customer is responsible for: acknowledging the debt and their duty to repay it; providing adequate information for an accurate and informed assessment; being willing to moderate their usage to a level they are able to pay and adopt relevant service options to that end; making repayments as agreed; using suitable products, services and access levels, as negotiated with us; and informing us immediately if their contact details and/or financial position changes so that the customer's arrangement can be reviewed.
Termination of a Financial Hardship Arrangement
A financial hardship arrangement will have an agreed end date. This means the arrangement terminates provided the account has then been paid by that date. The customer may also choose to complete all payments and terminate the arrangement prior to this time, should their circumstances change. If a customer does not follow the terms of the arrangement, we may terminate the arrangement. Our Credit team will attempt to contact the customer via phone, SMS or email and if no contact is made they will send a letter. If the customer does not contact the Credit team within 7 days of the date of that letter, the customer's account will be sent to collections.
How to Make Enquiries or Find Out More
By Phone: 1300 767 226 Hours of operation: 9:00am – 5:00pm AEST/AEDT Mon to Fri (excluding public holidays)
By Mail: Conxxion Pty Ltd - Level 5, 100 Market Street, Sydney NSW 2000
If a customer wishes to seek review of the outcome of a financial hardship application, please refer to our Complaints Handling Policy, available on the Conxxion website.
Conxxion Customer Service Charter
Conxxion believes in providing a total customer service. If you have a question, our aim is to give you the answer as quickly and easily as possible. You can contact us in these ways:
| Online: | the contact form on our website |
| Phone: | 1300 767 226, 9:00am – 5:00pm AEST/AEDT Mon to Fri (excluding public holidays) |
When you contact us by phone we try to answer your question on that call. If you contact us by email or through the website we acknowledge your message immediately and respond to your request within 24 hours. If we can't answer your question straight away we refer it to someone who can, and respond within 48 hours.
If you have a complaint, we do everything we can to provide a suitable solution within 1 working day. If that's not possible we manage your complaint in accordance with our published Complaints Handling policy.
If we fail to meet any of our commitments to you, we contact you to discuss how we can fix the problem.
Use of authorized representatives & advocates
Authorized representatives
We offer our customers the right to nominate an authorized representative to act on their behalf for service inquiries, payments and updating contact details. This nomination requires the customer to agree that any instructions or directions from any such representative are binding on them.
To nominate an authorized representative we ask the customer to provide their verbal authorization and/or a power of attorney or similar written authority. We take care to ensure they understand what they are authorizing the other party to do on their behalf.
We keep a record of when the representative was appointed and any changes the customer makes to their authority, or any changes to their personal circumstances we are notified of that may affect the representative's role.
Advocates
If a customer requests it, we accept calls and written communications on their behalf from an advocate. If a customer wants to use an advocate, we explain to them that the advocate is not authorized to:
- request services or modify existing services
- make changes to the customer's account
- act on their behalf
- request their personal information
If a customer wants a third party to have the power to do these things then we ask them to nominate that person as their authorized representative.
We provide security tools
Security tools are tools that can prevent unauthorized access to or use of a telecommunications service.
The MyAccount service, available on the Conxxion website, gives our customers access to a range of security and spend management tools. With the exception of DPS and mobile broadband services, customers can bar and un-bar a range of call types through MyAccount. We provide all but one of these tools free of charge and customers can get assistance in using them by calling our Contact Centre. We also provide written instructions within five days if a customer requests this.
For fixed line services
Our customers can contact Customer Services to permanently bar certain call types such as International, 0900, Local, STD and mobile.
Our customers also have the ability to bar certain call types via MyAccount to one of the following levels:
- Bar all outgoing (Emergency '000' calls allowed)
- Allow local calls only
- Allow local, national and mobile calls only
- Allow local, national, mobile and international calls only
- Allow local, national, mobile, international and 1900 calls.
It takes up to 48 hours to provision the change on the line.
- To bar and un-bar DPS services You will need to contact our customer service team.
- Broadband All ADSL internet devices (i.e. modems and routers) we supply come with a password option that restricts usage of a customer's ADSL (broadband internet) service to the password holder. We also provide our customers with information and access to a range of internet security tools and filters.
- Silent line fee exemption service
Conxxion provides a concession to eligible residential fixed line customers who require a silent line and who are facing a safety risk due to a domestic violence situation. The standard charge for the Silent Line feature is $2.93 (incl. GST) per month.
Conxxion will provide an exemption from this fee to any Conxxion Home Phone customer who provides information confirming that they:
- have a valid court or police issued protection order, or
- are a client of a Centrelink social worker, or
- are a client of a community or legal aid organisation providing services to people facing a personal safety threat, or
- are a staff member, volunteer or contractor of a community organisation providing services to people facing a personal safety threat, and are considered by the organisation to be facing a personal safety themselves.
Conxxion will waiver the Silent Line fee for up to two years.
Customer Service Guarantee
Overview In line with Conxxion's commitment to provide customer service excellence Conxxion has an obligation to uphold and enforce the Australian Communications Authority Telecommunications Customer Service Guarantee (CSG) 2011. The objective of the CSG is to encourage improvements in service and guard against poor service. The CSG Overview below provides a summary of the key features ad rights to you as a consumer in regard to our delivery of telecommunications services. A complaint about a breach of the CSG should first be directed to Conxxion. For more information on the CSG please visit the Australian Communications Authority website www.acma.gov.au Customer Service Guarantee 2011 (CSG) In line with Conxxion Australia's commitment to provide customer service excellence, Conxxion has a responsibility to uphold and enforce the Australian Communications Authority Telecommunications Customer Service Guarantee (CSG) 2011. The objective of the CSG is to encourage improvements in service and guard against poor service. The following is a summary of the key features of the CSG and rights to you as a consumer in regard to our delivery of telecommunications services. A complaint about a breach of the CSG should fi rst be directed to Conxxion. For more information on the CSG please visit the Australian Communications & Media Authority website www.acma.gov.au Scope of the CSG The CSG Standard covers the supply of standard fixed-line telephone services, including voice grade services and some other services used to access the internet or for fax machines. Certain special call-handling features, when activated by a telephone company, are also covered by the CSG, including call waiting, call forwarding, call barring, calling number display and calling number display blocking. If a telephone company offers these services in an area, then that company must meet maximum time frames applying to that area for standard telephone services in:- Connecting a service;
- Repairing a fault or service difficulty; and
- Attending appointments with customers.
- Connections and fault repairs of Standard Telephone Services and the five specified Enhanced Call Handling Features; and
- Appointments associated with these activities.For connections, Standard Telephone Services are eligible regardless of what is connected at the end of the service eg. Internet or fax. However, for repairs, only voice telephony faults are covered. This means that non-voice faults such as Internet access or fax faults are not covered by the CSG.
| Service location | Community size |
| Urban | More then 10,000 people |
| Major rural | Between 2,500 and less then 10,000 people |
| Minor rural | Between 200 and less then 2,500 people |
| Remote | Up to 2500 people |
- a customer of a carriage service provider may make an appointment with the carriage service provider; and
- a carriage service provider may make an appointment with a customer of the carriage service provider.
| Appointment Guidelines | ||
| Location | Appointment Period | Grace Period |
| All locations | Less than or equal to 4 hours | Within 15 minutes of the appointment period. |
| Urban and major rural locations | Greater than 4 and less than 5 hours | Within the appointment period. |
| Minor rural and remote locations | Greater than 4 and/or equal to 5 hours | Within the appointment period hours. |
| Type of Connection | Connection Time |
| In Place | |
| All service sites with an in-place connection | Within 2 working days |
| Close to available cabling or other infrastructure | |
| Urban | Within 5 working days |
| Major rural | Within 10 working days |
| Minor rural | Within 15 working days |
| Remote | Within 15 working days |
| Not close to accessible infrastructure | |
| Urban | Within 1 month |
| Major rural | Within 1 month |
| Minor rural | Within 6 months |
| Remote | Within 12 months |
| Situation and Location | Time for Repair |
| No external or internal plant work required, no customer site visit required, or disconnection due to administration error | |
| Urban | End of one [1] full working day after being notified of the fault. |
| Rural | End of two [2] full working day after being notified of the fault. |
| Remote | End of three [3] full working day after being notified of the fault. |
| Any other situation | |
| Urban | End of one [1] full working day after being notified of the fault. |
| Rural | End of two [2] full working day after being notified of the fault. |
| Remote | End of three [3] full working day after being notified of the fault. |
| For the first 5 working days or delay outside the standard (per working day) | After the first 5 working days of delay (per working day) | |||
| Delay in repairing the standard telephone service | ||||
| Residential or charity customer | $14.52 | $48.40 | ||
| Business customer | $24.20 | $48.40 | ||
| Delay in connecting or repairing an enhanced call handling feature to an existing telephone service | ||||
| Residential or charity customer | $7.26 | $24.20 | ||
| Business customer | $12.10 | $24.20 | ||
| Delay in connecting or repairing two or more enhanced call handling features to an existing telephone service | ||||
| Residential or charity customer | $14.52 | $48.40 | ||
| Business customer | $24.20 | $48.40 | ||
| Not keeping an appointment | Per missed appointment | |||
| Residential or charity | $14.52 | |||
| Business customer | $24.20 | |||
- When the customer accepts a reasonable offer and supply of an interim service, while waiting for his or her permanent telephone service to be connected or repaired.
- When the customer does not accept the reasonable offer of an interim service.
- Where delays are due to circumstances outside Conxxion's control such as: damages to the facilities of Conxxion's network provider; natural disasters or extreme weather conditions or where delays are caused by Conxxion's network provider needing to move staff or equipment to an area affected by circumstances beyond the control of the network provider.
- Where the compliance with any law of the Commonwealth, State, Territory or Local Government prevents compliance with the CSG.
- Where a missed appointment occurs over a period of connection or repair delay for which a CSG liability already applies.
- Where the customer is connected by another carriage service provider to a Standard Telephone Service and requests Conxxion to supply that service, the CSG Standard does not apply in respect of the connection time-frame.
- Where customer has agreed to waive his/her right to CSG eligibility under the CSG Standard.
- Where Enhanced Call Handling Features are not available due to existing network limitations.
- Where the customer is able to activate the Enhanced Call Handling Features from his/her telephone handset or customer equipment.
- Where the customer requests connection of his or her telephone service and Conxxion has reasonable grounds for believing that the customer would be unable or unwilling to pay the charges for connection or use of the service.
- If the customer was disconnected for non-payment of a charge and Conxxion has not reached agreement for the payment of that charge.
- Where it is necessary to withdraw the service(s) in order to maintain or upgrade a facility and Conxxion's network provider has given reasonable notice.
- If the customer unreasonably does not agree to an appointment offered by Conxxion or Conxxion's network provider.
- If the customer fails to keep an appointment with Conxxion's network provider without giving at least 24 hours notice.
- If the customer unreasonably refuses permission to access to his or her premises.
Conxxion credit reporting policy
This Credit Reporting Policy describes how Conxxion handles credit information, credit eligibility information, and information derived by Conxxion from information disclosed by credit reporting bodies ("credit related information") relating to its customers. This Credit Reporting Policy applies in addition to Conxxion's Privacy Policy.
Kinds of information
The credit related information collected, derived and held by Conxxion may include your name, current and previous addresses, telephone/mobile numbers, email address, bank account or credit card details, occupation and other identification information, information on how you use and pay for our products and services, details of credit you have applied for and been granted, information about your credit history and repayment history, default information, and scores or ratings relating to your credit worthiness. This information may be collected from you or from publicly available information, or derived from our information or from information disclosed by credit reporting agencies.
Purposes
Conxxion collects, holds, uses and discloses credit related information for a number of purposes, which include:
- verifying your identity;
- providing the products or services requested;
- processing your orders or applications;
- carrying out credit checking and scoring;
- issuing bills;
- dealing with requests, enquiries or complaints and other customer care related activities;
- carrying out any activity in connection with a legal, governmental or regulatory requirement or in connection with legal proceedings, crime or fraud;
- managing the relationships with our IBOs and customers;
- purposes related to any of the above purposes.
Conxxion is not likely to disclose credit related information to entities that do not have an Australian link.
Access and Correction
To request access to your credit related information held by us, please call us on the number detailed below. If your identity can be adequately verified, the person you speak to may be able to provide you with the information you require over the telephone. If you request a copy of any credit related information, we will ask that you put your request in writing and post that request to us. This is to ensure that we can verify your identity. If we need time to consider your request, we will acknowledge your request within 14 days and respond within a maximum of 30 days. Depending on the information you wish to access, its location and the time it will take us to respond, we may charge you a fee for the cost of providing the information to you.
If for any reason we refuse to give you access to your information we will confirm the reason in writing. The circumstances in which we may refuse to give you access to credit related information we hold about you include, but are not limited to, where giving you access:
- would have an unreasonable impact on other people's privacy;
- would prejudice any negotiations we are having with you;
- would prejudice an investigation of unlawful activity;
- would prejudice activities carried out by or for a law enforcement body.
If you believe that your credit related information held by Conxxion is inaccurate, incomplete or out-of-date and you wish to seek the correction of that information, please call us on the number detailed below. In most cases, we will amend any inaccurate, incomplete or out-of-date information. In some cases it is necessary for us to keep a record of what we know or understand to be correct at a particular time. In those circumstances, at your request, we will take reasonable steps to associate with the relevant record of your credit related information, a statement to the effect that you claim the information is inaccurate, incomplete or out-of-date.
Complaints
If you wish to make a complaint about a breach by Conxxion of credit reporting laws and codes, please call or write to us. Your complaint will be recorded, and then reviewed at an appropriate level within Conxxion. Once we have acted upon, resolved or finalised your complaint, we will inform you of the outcome if you have provided us with suitable contact details.
Contact Details
Phone: 1300 767 226 Post: Conxxion Pty Ltd Level 5, 100 Market Street, Sydney NSW 2000 AustraliaChanges
This Credit Reporting Policy may change from time to time. Any changes to this Policy will be published on Conxxion's websites. This policy was last updated on 28 November 2025.
Statement of Notifiable Matters
Conxxion Pty Ltd Statement of Notifiable Matters (Credit Reporting Privacy Code) We are required to disclose to you ‘notifiable matters’ at or before the time of collecting personal information that is likely to be disclosed to a credit reporting body. The credit reporting body to which we are likely to disclose credit related information is Equifax Pty Ltd. Those matters are:- The credit reporting body may include in reports the credit related information we provide to it. It may also provide that information to other credit providers to assist those other credit providers to assess your creditworthiness.
- If you fail to meet your payment obligations or commit a serious credit infringement, we may disclose this to a credit reporting body.
- You have the right to access credit related information we hold about you, request that we correct the information, and make a complaint, as set out further in our Credit Reporting Policy.
- You can request a credit reporting body not to use your credit reporting information for the purposes of pre-screening of direct marketing by us.
- You can request a credit reporting body not to use or disclose your credit reporting information if you believe on reasonable grounds that you have been, or are likely to be, a victim of fraud.
- You can request a copy of our Credit Reporting Policy by contacting us, or obtain it directly from our website. You can ask us to provide you a hard copy of our Credit Reporting Policy (including the Statement of Notifiable Matters). You can request a copy of the credit reporting body’s credit reporting policy from its website.
