MyNetFone Complaints Policy
How to Make a Complaint
Complaints are categorised, prioritised and assigned to MyNetFone’s subject matter expert to seek to ensure resolution in a timely fashion in accordance with the MyNetFone Customer Care KPIs. If you wish to complain, please contact us by using any of the methods below. Where you contact us and express dissatisfaction in regards to our service or the way we have handled your query, we will clarify with you whether you wish to make a complaint.
If you are calling us from a landline, your call is billed at a local call rate. Note that calling us from a mobile may be more expensive.
We will help you with formulating, lodging and progressing your complaint if you request this.
Of course you can appoint an authorised representative to make a complaint on your behalf. For help with how to appoint an authorised representative, see below.
Phone: 1300 733 995
Postal address: Level 4, 580 George St, Sydney NSW 2000
Ever had the inconvenience of calling up for information only to be told that you aren't authorised? This is because under the Australian Privacy Act, personal information can only be provided to the account holder or an authorised representative.
But that doesn't mean we won't talk to you. We can still provide general information (like the information that is easily found on our website).
Nominating an Authorised Representative
If you are an account holder and would like to nominate an Authorised Representative on your account, please call us on 181, or +61 2 8008 8000.
After we have asked you a few security questions, we will assist you in adding an authorised representative on your account. Please make sure that you have their contact details (email, mobile, landline, etc) ready before you call. Download MyNetFone Appointment of Authorised Representative Form.