Gotta gripe?

If you’re happy, we’re happy. Virgin Mobile is committed to providing you with the best possible service and we set ourselves very high standards, but if you haven’t received the support you expect, we want you to let us know so we can get it right.

Letting us know

• Calling us is usually the easiest way to sort things out – our Customer Service hotline is 1300 555 100
• If you want to talk to the staff at one of our stores, visit your nearest store
• You can send us an email
• Send us a fax at 1300 555 733
• Send us a letter – address it to Customer Relations Team, Locked Bag 17, ROYAL EXCHANGE NSW 1225 or Reply Paid 68456 NSW 2001

What we'll do

• Chances are, 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 respond to your complaint as soon as possible and let you know how long we think it’ll take to resolve.
• We aim to resolve all customer complaints within 10 working days.

Then what?

If you’re not happy with how we’ve resolved your complaint, or if you find those above avenues unacceptable, you can seek help from external channels such as the Telecommunications Industry Ombudsman.

Let us know – we want to help!