If you have a concern or issue with your OnePass purchase, please contact OnePass.com.au by calling 1300 026 710. Alternatively you can submit a request at the following OnePass request form or you may be able to find the answer you are looking for via the help centre OnePass help centre
If you are having an issue this form will help assist us to resolve the issue.
Please fill in as much as possible and one of our team members will be in touch.
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At OnePass mobile, we aim to lead Australia in delivering outstanding customer experiences. We do this by providing quick and effective resolutions of your concerns and difficulties.
You have a right to make a complaint if you are dissatisfied with our services or how we’ve handled your enquiry. If you have not received the support you expect, we want you to let us know so that we can get it right. If it’s not clear to us whether you wish to make a complaint, we will clarify this with you.
We will not charge you for handling your complaint.
You can contact us about your complaint via the methods listed below. We will acknowledge receipt of your complaint as soon as we receive it (e.g. if you’re on the phone with us or in one of our stores). If you contact us by other means, (e.g. if you send us a letter), we will acknowledge receipt of your complaint within 2 business days of receiving it.
| Website (online form) | https://onepassmobile.com.au/legals-complaints |
| Phone | 1300 222 825
Monday to Friday: 9:00am to 8:00pm AEST Saturday, Sunday & holidays (except Christmas Day and New Year’s Day): 10:00am to 6:00pm. |
| Live Chat | Via:
https://onepassmobile.com.au/
Monday to Friday: 9:00am to 8:00pm AEST Saturday, Sunday & holidays (except Christmas Day and New Year’s Day): 10:00am to 6:00pm. |
| Letter | OnePass mobile Complaints,
PO Box R1919, Royal Exchange, NSW 1225 |
| complaints@onepassmobile.com.au | |
| If you are Deaf, have a hearing or speech impairment or need extra support |
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The contact information provided above can be used to make a complaint, service outage report, or to make an enquiry about a network outage.
What if I want or need someone to speak with OnePass mobile for me?
Should you need another individual to speak to us on your behalf regarding your complaint, please let us know. We’re happy to assist you in any way we can but will need approval from you to do so. We may contact you to ask your permission either via phone or in writing first, to make sure you are happy for us to discuss your complaint and account details with them.
If you need extra support to help you make a complaint - we are here to help
At OnePass mobile, we are dedicated to recognising and supporting our customers in vulnerable circumstances and ensuring you can stay connected.
If you are affected by Domestic, Family or Sexual Abuse you can contact our Customer Care team for tailored support as well as assistance in making or tracking a complaint. And you can find our DFV Policy.
Our team are also dedicated to assisting customers experiencing vulnerabilities, accessibility needs or non-speaking English backgrounds and need extra support.
Should you have more specific needs requiring assistance in making or tracking progress of a complaint (e.g. financial hardship), please contact our Advocacy Assist team so that we can determine how to assist you, our Payment Assistance Policy will also explain how we can help you.
For a detailed understanding of what you can expect from us and how to access additional support and care, including how to make a complaint and monitor the progress of your complaint call us on 1300 222 825.
Should you have more specific needs requiring assistance in making or tracking progress of a complaint (e.g. financial hardship), please let our team know on 1300 222 825 so that we can determine how to assist you, our Payment Assistance Policy will also explain how we can help you.
How we manage and resolve your complaint?
BY ONLINE FORM: Complete our online complaints form, any time of the day (https://onepassmobile.com.au/legals-complaints). We will assign a dedicated Customer Resolution Expert to your complaint. And they will provide you with details on how to monitor your complaint.
BY PHONE: You can speak to one of our team members over the phone to try and resolve your complaint immediately. If they’re unable to provide a resolution to your problem, your complaint will be escalated to a manager, who will take responsibility for your issue. If you are still dissatisfied with your experience, you may request to escalate your complaint to our Customer Resolution Team, and we will assign a dedicated Customer Resolution Expert to your complaint. And they will provide you with details on how to monitor your complaint.
BY EMAIL OR LETTER: We will acknowledge your complaint by providing a verbal or written response within 2 business days of receiving your complaint. This response will:
We will assign a dedicated Customer Resolution Expert to your complaint, and they will provide you with details on how to monitor your complaint.
You can access all of our digital and phone-based complaint contact methods here: https://onepassmobile.com.au/legals-complaints.
How long does it take to resolve my complaint?
Where possible we will aim to resolve your complaint on our first contact.
For complaints that need a closer look, we'll investigate and follow up within 10 business days from the day that you first raised your complaint with a proposed resolution.
While we aim to resolve all complaints as quickly as possible, if our investigation takes longer, we will update you on the reason and the new expected timeframe and provide you with options to utilise external dispute resolution services should you wish to do so.
After we agree on a resolution, we'll implement that agreed resolution within 5 business days, unless we have agreed otherwise as part of our resolution.
How do I monitor my complaint?
You can track your complaint's progress by contacting us and supplying your unique reference number. When a Customer Resolution Expert is assigned, they'll contact you directly with their details and next steps.
What if my complaint is urgent?
While we will normally investigate complaints in the order they are received, some complaints are always considered urgent, such as:
Urgent complaints are given priority, and we will work to resolve them within 2 business days. If your complaint is of this nature, please call us on 1300 222 825.
If you feel your complaint is urgent and requires priority for any other reason, please raise this with our team, who will do their utmost to assist.
How can I confirm my complaint is resolved?
We will not implement an outcome or resolution unless accepted by you or your representative. We will not close your complaint without your agreement unless we cannot contact you after making multiple attempts to do so. While we will usually discuss your complaint with you via telephone, we will confirm the resolution via letter or email within 5 business days following our investigation of your complaint.
We aim to resolve all customer complaints within 10 business days. If we cannot speak with you directly, we will send you a letter, email or text message acknowledging your complaint, and providing your unique reference number. A dedicated Customer Resolution Expert will supply you with their direct contact details and what to expect next so you can make contact with us 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 discuss your concerns. We will require contact details to enable communication between you and OnePass mobile and we may ask that you make yourself available to discuss your concerns at an agreed time. If we are unable to contact you after 5 separate attempts on separate calendar days (over a total period of not more than 10 calendar days), we will write to you:
While your complaint is being investigated, we \will not take debt collection action on amounts that are part of your complaint, nor will we cancel/restrict services because you made a complaint. Once your complaint is resolved or closed, our usual service terms will apply.
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.
If, after careful consideration and appropriate internal escalation, we believe we cannot assist you further to resolve your complaint, and we consider your complaint to be frivolous or vexatious, then we may decide to close your complaint. If this is the case, we will let you know within 5 business days of our decision and any avenues for external dispute resolution. We will provide you written confirmation of this within 5 business days if requested.
What if I am dissatisfied with the progress, handling or outcome of my complaint?
If you are dissatisfied with the progress or resolution of your complaint, or if you feel your complaint should be treated as an urgent complaint, you can contact us using the methods listed at the top of this policy. We will advise you of OnePass mobile’s internal escalation and prioritisation process within 24 hours. We will also assess your complaint using the same process within 5 business days and we will assign a dedicated Customer Resolution Expert to your complaint.
If you are not satisfied with how we have handled your complaint, you have a right to take it to the Telecommunications Industry Ombudsman (TIO), which is a free and independent service
It is important that you attempt to resolve your concerns directly with OnePass mobile prior to reaching out to the TIO. We will send you correspondence detailing our understanding of the complaint, offered resolutions, and available external options within 5 business days of you notifying us that you’re unhappy with the resolution determined as best applicable for your complaint outcome.
To lodge a complaint with the TIO you can call 1800 062 058 (1800 675 692 from a TTY handset) or contact them via their website www.tio.com.au.
Please note: It is helpful, but not necessary, to provide the TIO with your OnePass mobile unique complaint reference number to show you’ve attempted to resolve your issue with us prior to using their service.
Network Outage Complaints Handling Process
If your service ever goes down and you are identified as being part of a network outage, OnePass mobile will aim tell you quickly and clearly what's going on, why it happened, where it's affecting people, and when OnePass mobile expects to restore (default resolution) your impacted services in line with this network outage complaint process and Policy.
You can check the status of our network here to see if you are impacted by any known network outages.
What happens if I am impated by a network outage and wish to make a complaint about the outage
You can make a complaint about your service not working or about a network outage using the same contact methods and details as set out above for making a general complaint.
How we will handle your network outage complaint
If you contact us to report or make a complaint about your service not working we’ll take all reasonable steps to determine if we have reason to suspect that a network outage is occurring and likely to be impacting you, so that we can, as soon as practicable:
We will treat your network outage complaint as urgent if you let us know there is a risk to personal safety or have a serious health risk. Details of how we treat urgent network outage complaints are set out further below.
Default resolution
In any event, OnePass mobile will work (including with any other third-party provider) to restore your services as soon as practicable so that the outcome is the restoration of your services affected by the network outage. We will notify you of service restoration as soon as practicable.
During an outage, we will place a notification on our webpage at https://onepassmobile.com.au/.
Once the network outage is restored you will receive notification from us that the service is restored, and that will, by default, resolve your complaint (this is the default resolution). Except where your complaint is an urgent network outage complaint, we will close the complaint after 3 business days if we have not heard from you that the service has not been restored.
If you are still experiencing issues with your service after you’ve received notification that the network services have been restored or you are not satisfied with the default resolution of restoring your service, please contact us on 1300 222 825 so that we can work with you to restore your service or discuss your resolution.
While service restoration will, by default, resolve a network outage complaint; in some instances, OnePass mobile may offer a bulk resolution offer where an outage has impacted customers and we will advise you if this is the case.
Urgent network outage complaints
If you believe you’ve been impacted by a network outage and you have concerns for personal safety or a serious risk to health, or the restoration of your service was not successful please contact us on 1300 222 825 as soon as possible so we can discuss with you what options may be available to keep you connected during the outage, including alternative or interim options where available.
If your complaint is urgent: