Pacnet aims to provide the highest level of customer service, which includes the handling of service complaints.

You can lodge a complaint using one of the options below.

Note: If an Account Manager has been assigned to your account, please contact your Account Manager directly.

Lodging a complaint

By phone or fax:
Pacnet Customer Service
Phone 13 36 35 from within Australia
Phone +612 9336 0439 outside of Australia
Fax 1300 555 076

By e-mail to:complaints.au@pacnet.com

By posted letter to:
Pacnet
Complaints
PO Box 12101
A’Beckett Street PO
Melbourne VIC 8006

Online using the form below.

How do we resolve complaints?

If you lodge your complaint over the phone, we will aim to resolve your complaint on first contact.

If you lodge your complaint in writing by email, fax, or posted letter, we aim to acknowledge your complaint within one business day.

It may not always be possible to resolve your complaint upon first contact, so we will aim to resolve your compliant within 15 working days and urgent complaints within 2 working days.

What happens if you are not satisfied with the resolution?

If you are not satisfied with the first contact resolution you can request to escalate your complaint to the Team Leader or Quality Manager.

If you are not satisfied with the resolution of your complaint or would like a further review then you can contact the Telecommunications Industry Ombudsman (TIO) to assist. Pacnet fully supports the TIO and sets out to comply with TIO guidelines.

Complaint Handling Overview

Further information about our Complaints Handling Process can be found in our Complaint Handling Overview.

Lodge a complaint online

To lodge a complaint online now, please complete the form below:

 

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  4. It is important that you read our Privacy Policy before submitting your personal information
 

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