Our complaints process 

Here’s what to expect when you make a complaint and how we’ll work with you to resolve it. 

How to make a complaint 

You can lodge a complaint in the way that suits you best: 

• Call us on 1300 275 662
• Email us at support@aarnet.edu.au
• Submit a form via our Contact Us page 

When we receive your complaint, we’ll direct it to the appropriate team for action. 

What happens next 

1. Acknowledgement 

We’ll confirm we’ve received your complaint within two business days and let you know what happens next. 

2. Investigation 

Our team will review your complaint carefully and may contact you for more information. We’ll keep you updated throughout the process and aim to resolve the issue as quickly as possible. 

3. Resolution 

Once we’ve resolved your complaint, we’ll explain the outcome and any actions taken. If your issue isn’t resolved or you’re unhappy with the outcome, you can ask for it to be reviewed by your Customer Relations representative. 

Timeframes and urgent complaints 

We aim to resolve most complaints within 15 business days. 

If your complaint is complex or requires more time, we’ll let you know that and keep you informed about our progress. 

Urgent complaints — such as those involving priority assistance, financial hardship, or an unexpected service disconnection — will be prioritised and resolved within two business days wherever possible. 

Your rights and privacy 

Lodging a complaint will not affect your service or relationship with AARNet. 

We handle all complaints impartially and confidentially, and you can ask for an update on your complaint at any time. 

If you’re still not satisfied 

If you’ve followed the steps above and remain dissatisfied, you can contact the Telecommunications Industry Ombudsman (TIO) for free, independent advice and assistance: 

www.tio.com.au | 1800 062 058 

Our commitment 

AARNet is committed to resolving all complaints in a fair, timely, and transparent way. 

Our complaint handling process complies with the Telecommunications Consumer Protections (TCP) Code (C628:2019). 

We also review complaints regularly to identify opportunities to improve our services and processes. 

Frequently Asked Questions 

What is considered a complaint? 

A complaint is an expression of dissatisfaction made to AARNet about our products, services, or how we’ve handled an issue — and where you expect a response or resolution. If you contact us for information or support but don’t express dissatisfaction, this isn’t considered a complaint unless you ask us to treat it as one. 

What information should I include in my complaint? 

Include your name, organisation, contact details, and a clear description of the issue. If relevant, provide any service identifiers or reference numbers to help us resolve it faster. 

How long will it take to resolve my complaint? 

We aim to resolve most complaints within 15 business days. 

If it’s more complex, we’ll let you know and keep you informed of our progress. 

Can someone make a complaint on behalf of my organisation? 

Yes. You can also nominate an authorised representative to contact us about the complaint — we’ll just need confirmation of that authorisation in writing. 

What if my issue is urgent? 

If your complaint involves service disruption, network security, or critical research operations, please let us know — we’ll treat it as urgent and prioritise it. 

Need help making a complaint? 

We aim to make our complaints process accessible to everyone. If you have a disability, limited English proficiency, or need information in another format, please contact us. 

We’ll provide reasonable assistance at no cost.