Contact channels

How to reach us

Every way to reach us, what happens to your message, and who answers.

Our channels

Phone: 07 3569 1900

Answered by a person. There is no menu and no AI on the line.

We keep a record of each call: your number, the time, how long it lasted, and any voicemail you leave.

Complaints: If you make a complaint on the call, we acknowledge it on the call. For a reference number, use the complaints form or email us.
How long we keep it: Call records and support correspondence are kept for at least 2 years after the matter is resolved.
Sensitive accounts: If you hold a sensitive account, email us instead. See Online safety.

Email: hello@hitpacific.com.au

An AI reads your email first and sorts it. It sees your email address, the subject, what you wrote, and our public plan list. It cannot see your account.

Goes to a person: anything about your own service or your bill, a complaint, and anything the AI is not sure about. An email with the subject line Sensitive account request, or from a customer with a sensitive account, skips the AI altogether and goes straight to a person. When your email goes to a person, the next thing you hear from us is that person’s reply.

Sent automatically, with no person in between:

the result of a coverage check, when your email includes a street address
answers to general questions about our plans and how to join
a complaint reference number and acknowledgement, when your email reads as a complaint
a note that your plan change request is with us

None of these changes your account. A plan change request is checked by our team, then emailed to you to accept, before anything changes.

Complaints: If your email reads as a complaint, you get a reference number and an acknowledgement by return email, our proposed resolution within 10 working days, and the details of the Telecommunications Industry Ombudsman (TIO).
How long we keep it: Email is kept for at least 2 years after the matter is resolved.
Sensitive accounts: Email is the channel for sensitive accounts. Put Sensitive account request in the subject line. See Online safety.

Facebook Messenger

An AI reads your message first and sorts it. It sees only what you wrote. It cannot see your account.

Goes to a person: anything about your own service or your bill, a complaint, a photo or anything else that is not text, and anything the AI is not sure about. When that happens, you get a short note saying one of our team will get back to you.

Sent automatically, with no person in between:

the result of a coverage check, when your message includes a street address
answers to general questions, such as about our plans and how to join
a complaint reference number and acknowledgement, when your message reads as a complaint

For a plan change, email us. Changes to your account are made by our purpose-built software after a person has checked them, never from a chat.

Complaints: If your message reads as a complaint, you get a reference number and an acknowledgement in the chat, our proposed resolution within 10 working days, and the TIO’s details.
How long we keep it: We delete our copy of the conversation 30 days after it closes, unless it is part of a complaint or another matter we are required to keep a record of; those are kept with that record for at least 2 years. The conversation also stays in your own app and with Meta under its privacy policy.
Sensitive accounts: Sensitive accounts are supported by email only. See Online safety.

Contact form

Goes straight to our team by email. No AI reads it. You get an acknowledgement email straight away, and a reply from a person within 1 business day.

It is for general questions, feedback and business enquiries.

Complaints: For a complaint, use the complaints form. It gives you a reference number on the spot, and your complaint is handled under our complaints process.
How long we keep it: Your message and our reply are kept for at least 2 years after the matter is resolved.
Sensitive accounts: If you hold a sensitive account, email us instead. See Online safety.

Complaints form

Tell us what is wrong. You get a reference number on the spot and an acknowledgement email. We give you our proposed resolution within 10 working days. If you are not satisfied with our resolution, the TIO is a free, independent service, and the acknowledgement includes its details. No AI reads the form.

Complaints: This is the complaints channel. The reference number and acknowledgement are sent straight away.
How long we keep it: Complaint records are kept for at least 2 years after the complaint is resolved.
Sensitive accounts: You can use this form with a sensitive account. We reply by email. See Online safety.

Community, not support

Discord

Our Discord is a community space: outage notices, help between customers, and product news. It is not a support channel, and we do not discuss accounts there. For anything about your account, use phone, email or Messenger.

Complaints: To make a complaint, use the complaints form, email or phone, so it is logged with a reference number.
How long we keep it: Messages on Discord are held by Discord under its own privacy policy.
Sensitive accounts: If you hold a sensitive account, we never contact you through Discord or any other community channel. See Online safety.

In development

WhatsApp and Telegram

We are building WhatsApp and Telegram support. They are not available yet, so please use email, Messenger or phone for now. When either is ready, it gets its own entry on this page, with the same three lines as every other channel.

The limits of the AI

AI makes mistakes, and ours will too. That is why it only sends the fixed, simple replies listed above, and why a person handles anything about your own service. We keep the AI’s sorting decision, and any reply it drafted, with each message, so we can check what it did.

If you believe an automated process has incorrectly affected your account, ask for a human review by email or on 07 3569 1900. We respond within 2 business days. If you are unhappy with how a message was handled, our complaints process handles it.

Section 20 of our Standard Form of Agreement summarises how we use automated systems, and section 6 of our Privacy Policy covers the AI provider. More about how we build and run our systems is at hitpacific.com.au/ai/.

This page describes how things work as of October 2026. We’ll update it when that changes.