Having a problem?
Tell us — we want to fix it.
Walk through the steps below. Most issues get sorted before a formal complaint is needed. If not, we make it easy to lodge one.
What’s the issue?
Select the type of problem to get the most relevant help.
Lodge a formal complaint
You’ll receive an immediate reference number by email. We’ll give you our proposed resolution within 10 working days.
Complaint received
We’ve sent a confirmation to your email address.
What happens next
- We’ll give you our proposed resolution within 10 working days (2 working days if it’s urgent).
- If you’re not satisfied with our resolution, you can escalate to the TIO (details below).
Your rights — Telecommunications Industry Ombudsman
If we can’t resolve your complaint to your satisfaction, you have the right to contact the Telecommunications Industry Ombudsman (TIO) — a free, independent dispute resolution service for Australian phone and internet customers.
You don’t need our permission to contact the TIO. You can approach them at any stage, though we ask that you contact us first so we have the opportunity to resolve the issue.
This page follows the Telecommunications (Consumer Complaints Handling) Industry Standard 2018. Two stages: Stage 1 contact HIT Pacific directly (acknowledged straight away by phone or chat, or within 2 working days by email or this form; a proposed resolution within 10 working days); Stage 2 contact the TIO if it’s still not resolved.