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 are dissatisfied with our services, we want you to let us know so we can get it right.

How we handle complaints

Virgin Mobile aims to provide an accessible, easy to use and transparent mechanism for dealing with customer complaints in a timely, courteous and fair manner.

You have the right to make a complaint and we will make sure you're happy with the proposed resolution of your complaint before we implement it. We will not charge you for handling your complaint.
This policy is approved and endorsed by our CEO in accordance with the Telecommunication Consumer Protections Code and is under the day to day direction of our Director of Customer Experience.

How to make a complaint

The easiest way to lodge a complaint is via our online channel.

If you would prefer to speak to someone our Customer Service team is available on 1300 555 100, Monday to Friday 8:30am - 8pm or Saturday and Sunday 9am - 6pm (Sydney time).

You can write to us at:

Virgin Mobile Australia
Locked Bag 17
ROYAL EXCHANGE NSW 1125

Or via email at customer.advocacy@virginmobile.com.au

Our aim is to ensure that our complaint handling process is available to all customers, including customers and former customers with disabilities, those suffering hardship (such as financial hardship) and those from non-English speaking backgrounds.

If you need assistance in formulating, lodging or progressing a complaint, please let one of our customer service representatives know. Alternatively you can appoint a Customer Advocate / Representative to make a complaint on your behalf. You should be present to authorise the person you wish to appoint.

If you are deaf of have a hearing or speech impairment you can use the services of the National Relay Service to make a complaint.

If English is not your first language you may use the services of the National Translating and Interpreting Service to make a complaint.

What happens when you make a complaint?

Our aim is resolve your complaint in an objective, efficient and fair manner. If you make your complaint to us over the phone or online, your case will be assigned to a dedicated case manager and we’ll acknowledge it straight away, otherwise we’ll acknowledge it within 48 hours of receipt.

We aim to resolve all customer complaints within 10 working days. If there is a delay in resolving your complaint, we will contact you as soon as possible after we become aware of it. If we think it will take us longer than 15 days to resolve, we will provide you with additional information about the delay, expected timeframe to resolve it, and avenues for external dispute resolution.

A record of your complaint, including a description of its category, is kept on your file and we can view this when you quote the account or service number on your bill at any time.

In all cases, our Customer Service Team can assist you on 1300 555 100, if you need a further update on how your complaint is progressing.

Urgent Complaints

If:

  • you have a complaint and you have applied for or have previously been in hardship under our Financial Hardship policy;
  • are a priority assistance customer and the complaint relates to the service for which you receive priority. We consider that you require priority assistance under the following circumstances:
    • visually impaired;
    • hearing impaired;
    • life threatening condition; or
    • your complaint relates to an account where the account holder is deceased,

Your complaint will then be escalated to a Team Leader. We will attempt to resolve Virgin Mobile complaints within 2 working days.

How can I confirm my complaint is resolved?

We will not implement an outcome or resolution unless this has been accepted by you or your representative. We will not close your complaint without your agreement, unless we are unable to contact you after making multiple attempts to do so. While we will usually discuss your complaint with you via telephone, we are happy to confirm the resolution via letter or email within 5 working days should you request this.

We aim to resolve all customer complaints within 10 working days. If we cannot speak with you directly we will send you a letter acknowledging your complaint and provide our direct contact details so you can call us back at your convenience.

What do we expect from you?

To ensure your complaint is resolved effectively, we may need to contact you to find out more information and to discuss your concerns. Therefore, we may ask you for contact details to enable this, and to be available to discuss this at a time you agree to.

While your complaint is being investigated, we ask that any outstanding amounts on your bill that you are not disputing be paid. We will not take credit management action on amounts that are part of your complaint, nor will we cancel your service just because you are making a complaint.

Should your matter be complex, or require extra time to resolve, we will discuss this with you and provide you with the reasons why this is the case.

There are instances when we may decide not to deal with your complaint. It could be because you have made unreasonable demands or are not willing to cooperate with us. We’ll advise you within 5 working days of making this decision.

What happens if you are not happy with the way in which your Complaint has been handled?

If you are not happy with the way in which the Virgin Mobile Representative handled your complaint, you can request to speak with a Supervisor. Where you have raised a matter with a Supervisor, the Supervisor will aim to resolve the complaint as soon as possible and within the time frames agreed with you.

If you are not satisfied with our review of your complaint, or with the way in which we have handled the complaint, you can ask the Telecommunications Industry Ombudsman (TIO) to assist, after you have spoken with us.

To lodge a complaint with the TIO you can call 1800 062 058 (1800675692 from a TTY handset) or contact them via their website tio.com.au

Please note that you will need a complaint number issued by Virgin Mobile, and the TIO will expect that you have attempted to resolve the complaint with Virgin Mobile before lodging a TIO complaint.

Tracking Complaints

When you make a complaint, it will be assigned a Case ID number. You can use this number to track the progress of your complaint by contacting our customer service team as per the contact details above.