[G]LUE.IT

Legal

Complaints handling

If something isn't right, we want to hear about it and fix it. This page explains how to raise a complaint with Glue IT, what happens next, and how to reach the Telecommunications Industry Ombudsman if we can't resolve it together.

Get connectedCall 1300 458 348
Draft — pending confirmation. Timeframes below reflect the Telecommunications Consumer Protections (TCP) Code, and the TIO details are current and public. Fields marked [to confirm] (a dedicated complaints email, postal address and internal escalation contact) should be confirmed by Glue IT and this page reviewed before publication.

How to make a complaint

You can contact us any of these ways:

  • • Phone 1300 458 348
  • • Email sales@glueit.com.au (dedicated complaints inbox [to confirm])
  • • In writing to Glue IT, Penrith NSW 2750 (full postal address [to confirm])

To help us resolve it quickly, please include your name, service address or account, a contact number, and what outcome you're after.

What happens next

  • We acknowledge it — immediately if you call, or within 2 working days if you contact us another way, and give you a reference.
  • We investigate and aim to resolve it — we'll agree a resolution with you and, in most cases, complete it within 15 working days. If it'll take longer, we'll tell you why and keep you updated.
  • Urgent complaints — where you have a disability, are in financial hardship, or your service is disconnected (or about to be), we treat it as urgent and aim to resolve it within 2 working days.
  • Not satisfied? — ask us to escalate it to a manager [to confirm]. We'll review it again and explain your options, including the TIO.

Telecommunications Industry Ombudsman (TIO)

The TIO is a free, independent dispute-resolution service for phone and internet customers. Please give us a chance to fix things first — but if you're not satisfied with how we've handled your complaint, you can contact the TIO:

Glue IT is a registered business name of Graham Peter Hand, ABN 69 317 210 850. See also our Terms & Conditions and Privacy Policy.