Why Register a Complaint?

A complaint arises when the service provided by our team does not meet your satisfaction, and the resolutions offered by our front-line support team members do not address your concerns. Our support team, while human and prone to occasional mistakes, always strives to deliver the best possible customer service.

How to File a Complaint

You can lodge a complaint with us through the following channels:

  • Email: complaints@superopti.com
  • Postal Address: PO Box 2466 Ascot. QLD 4007

If accessibility is a concern, the Australian Government offers services to assist you:

  • National Relay Service: 133677
  • Translating & Interpreting Service: 131450

After Lodging Your Complaint

Our dedicated complaints handling team will conduct a thorough investigation within 2 business days. This involves reviewing the communication between you and the support team. For cases involving an active internet service, our network engineers will conduct a detailed examination of the connection.

Upon completion of this process, you will receive a phone call and email from a member of our complaints team to discuss the identified issues and propose suitable resolutions.

If we cannot reach you by phone or receive an email response within 10 business days, the complaint will be closed.

Unsatisfied with the Response?

Should you be dissatisfied with the progress or outcome of your complaint at any point, you have the option to contact the Telecommunications Industry Ombudsman. If you choose to approach the TIO directly without attempting to resolve the issue with us first, the TIO may request you to contact us beforehand.

The Telecommunications Industry Ombudsman can be reached via: