Complaints @ Virgin Mobile

At Virgin Mobile we are committed to providing our customers with the best possible service. If you haven’t received the support you’d expect, please let us know.

We set ourselves very high standards at Virgin Mobile, so it’s a reality check and an extra incentive to get it right when we know a customer isn’t happy with our service.

Contact Us

Calling is usually easiest, but in some cases it may be more appropriate to put it in writing.

• Call our Customer Service hotline on 1300 555 100
• Talk to our staff in our Sydney, Melbourne or Brisbane stores. Details HERE
• Email us at team@virginmobile.com.au
• Send us a fax to 1300 555 733
• Send a letter to: Customer Relations Team
  Locked Bag 17 ROYAL EXCHANGE NSW 1225 or
  Reply Paid 68456 NSW 2001

What We’ll Do

Most likely we’ll be able to solve your problem on the spot. If it can’t be resolved in 48 hours, our Customer Relations Team will take responsibility for your issue.

We’ll acknowledge your complaint as soon as possible and then let you know how long we think it will take to resolve.

We aim to resolve all customer complaints within 10 working days.

Where To From Here?

If you’ve exhausted all possibilities for resolving your complaint within Virgin Mobile, or if you find those avenues unacceptable, you may seek further assistance from external channels for escalation, such as the Telecommunications Industry Ombudsman.