How to make a complaint
You can make a complaint using any ordinary GTE contact method.
Phone: (08) 8724 2222
Email: complaints@gte.com.au
In person: Visit GTE at 169–171 Commercial Street West, Mount Gambier SA 5290
Post: Complaints Manager, Green Triangle Electronics Pty Ltd, 169–171 Commercial Street West, Mount Gambier SA 5290
Submit a complaint online
Complaint assistance hours:
8:30 am to 5:00 pm South Australian time, Monday to Friday, excluding South Australian public holidays.
Emails and online complaints may be sent at any time and will be addressed during business hours.
Please do not send passwords, authentication codes or unnecessary sensitive information by email.
What to include
To help us investigate, please provide:
- your name, business name and account or service number;
- a safe and preferred contact method;
- details of the product or service involved;
- what happened and when;
- any relevant reference numbers or supporting information; and
- the outcome you are seeking.
You can still make a complaint if you do not have all this information.
What happens next
We will acknowledge:
- telephone and in-person complaints immediately; and
- email or postal complaints within two working days.
We will give you a complaint reference number and explain how you can monitor progress.
We will use reasonable efforts to resolve your complaint when you first contact us. Where this is not possible, we will investigate the matter and normally provide a proposed resolution within 10 working days.
Once you accept a proposed resolution, we will normally implement it within five working days unless another timeframe is agreed or we need you to complete an action first.
If there is a delay, we will explain the reason and provide a revised timeframe.
Urgent complaints
Some complaints require urgent attention. This may include circumstances involving:
- an immediate safety risk;
- domestic, family or sexual violence;
- a Priority Assistance service;
- an improper or imminent disconnection; or
- financial hardship that may be made worse by the issue.
For an urgent complaint, we will aim to provide and implement an accepted resolution within two working days. Tell us as soon as possible if you believe your complaint is urgent.
Representatives and accessibility
You may ask an authorised representative, advocate, financial counsellor, support worker, friend or family member to make or manage a complaint on your behalf.
We may need to verify their authority before discussing account information or making account changes.
Please tell us if you require interpreting assistance, accessibility support or a safe communication method.
Escalating a complaint
You may ask us to prioritise or internally escalate your complaint if:
- you are dissatisfied with its progress;
- you disagree with the proposed resolution;
- the issue has not been resolved after earlier contact; or
- you believe the matter should be treated as urgent.
An escalated complaint will be reviewed by an appropriately authorised senior person.
Telecommunications Industry Ombudsman
If you are not satisfied after GTE has had a reasonable opportunity to resolve your complaint, you may contact the Telecommunications Industry Ombudsman.
The TIO is a free and independent dispute-resolution service for eligible residential customers and small businesses.
Phone: 1800 062 058
Website: tio.com.au/complaints
You do not need GTE’s permission to contact the TIO.
Making or escalating a complaint will not disadvantage you or prevent you from continuing to receive assistance from GTE.
For further information about complaint timeframes, urgent complaints, network outages, privacy, escalation and external dispute resolution, please read our full Complaints and Dispute Resolution Policy.