Contact - Pennytel

Pennytel Online Complaint Form

Use this form to make a complaint about a Pennytel product, service, account, bill, customer service experience, service restriction, disconnection, complaint handling, or network outage complaint. You do not need to use the word “complaint”. If you express dissatisfaction and expect a response or resolution, we will handle your matter under our Complaints Handling Process. There is no charge to make or progress a complaint.

What type of complaint are you making?

General complaint about my account, bill, payment, service, customer service, connection, transfer, disconnection, privacy, or how Pennytel handled a previous issue.

Network outage complaint about a Pennytel phone or internet service that is not working, or was affected by a suspected network outage, where I want Pennytel to respond or resolve the matter as a complaint.

A network outage complaint may apply where your voice or internet service is not working and Pennytel has reason to suspect that a major or significant local network outage is likely to be causing the problem. ACMA describes this as a service outage report that may need to be handled as a network outage complaint.

Your Details

Name

Last Name

Phone

Email

Account Number

Preferred contact method

Phone call

Email

SMS

Please select all that apply

Is it safe for Pennytel to call you using your preferred method?

Yes

No — please use the safe contact details provided below

Safe contact instructions

Do you need help with your complaint?

Do you need support to make or progress this complaint?

I have accessibility requirements or a disability

English is not my preferred language

I am experiencing financial hardship or have applied for payment assistance

I am experiencing, or may be experiencing, domestic, family or sexual violence

I want an Authorised Representative or advocate to help me

No support needed

OtherOther

Please select all that apply

General complaint details

Network outage complaint details

Use this section if your Pennytel phone or internet service is not working, or was affected by a suspected network outage, and you want Pennytel to handle the matter as a complaint. For general outage information or outage enquiries, please visit our Network Outages page.

Which service(s) is affected?

Mobile calls, SMS and/or data

Internet - NBN or other

Business phone/VoIP

OtherOther

Please select all that apply

Date & Time the issue started

Have you checked the Network Outages page?

Yes

No

I could not access it

Go to https://pennytel.com.au/outages/

If yes, what did you find out about your outage?

Is service still affected?

Yes

No, it's been restored

It is intermittent

I am not sure

Affected service numbers or identifiers

Affected service location(s)

What are you experiencing?

I cannot make or receive calls or SMS's

I cannot use mobile data

My internet service is offline

My internet service is intermittent

My speed is unusually slow

OtherOther

Please select all that apply

Are other people or services at the same location affected?

Yes

No

I am not sure

Is there a personal safety or serious health risk because of this outage?

Yes

No

If there is an immediate risk to life or safety, call 000. Pennytel will assess whether your complaint should be treated as an urgent network outage complaint.

Urgency Check

Do any of these apply?

My service is about to be disconnected

My service has already been disconnected and I do not believe the correct process was followed

I am a financial hardship customer or have applied for payment assistance, and this issue may make my financial situation worse

The complaint involves a service for which I receive Priority Assistance

I am experiencing domestic, family or sexual violence and there is a threat to my safety or my children’s safety

There is a serious health or personal safety risk because of an outage

None of these apply

If your complaint is urgent, Pennytel will work to provide and implement a proposed resolution within 2 working days.

Tell us what happened

Please tell us what happened, when it happened, what service or account was affected, who you spoke to if relevant, and why you are dissatisfied.

Have you contacted Pennytel about this issue before?

Yes

No

I am not sure

If yes, previous ticket or complaint reference, if known

Date of previous contact

What have you been told about this issue and it's resolution?

What outcome are you looking for?

What would you like Pennytel to do?

Fix or restore my service

Explain what happened

Correct a bill or invoice

Reverse a late fee

Apply a credit or refund

Remove a restriction, suspension or disconnection

Correct my account details

Review how my previous issue was handled

OtherOther

Please select all that apply

Upload supporting information

You may upload bills, screenshots, correspondence or other information that helps explain your complaint. Please do not upload passwords, full credit card numbers, Medicare details or identity documents unless we specifically ask for them.

Maximum file size: 20MB

Privacy & Declaration

Pennytel will use the information you provide to assess, investigate and respond to your complaint, contact you about your complaint, meet our legal and regulatory obligations, and improve our services and complaints handling processes. We will handle your personal information in accordance with our Privacy Policy.

Acknowledgements

I confirm the information I have provided is true and correct to the best of my knowledge.

I understand Pennytel may contact me about this complaint using the contact details I have provided.

I understand Pennytel will create a complaint record and provide a complaint reference number.

Please confirm all before submitting

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