Something's not right? Let's fix it.
We take complaints seriously. If we've done something wrong, we want to know — so we can make it right and do better.
Our complaints process
We aim to resolve every complaint fairly, promptly, and without making you jump through hoops.
Contact us directly
Most issues can be resolved with a quick conversation. Get in touch with our team and tell us what's happened. We'll listen, and work with you to find a solution.
Our formal process
If your issue isn't resolved in the first contact, or you'd prefer to lodge a formal complaint, you can use the form on this page. We'll handle it in line with our obligations under the TCP Code.
- Acknowledged within 2 business days
- Resolved within 15 business days
- Written outcome provided to you
External escalation
If we can't resolve your complaint to your satisfaction, you have the right to escalate to the Telecommunications Industry Ombudsman (TIO) — a free and independent dispute resolution service.
The TIO will only investigate after you have first attempted to resolve the matter with hiwave.
What to expect from us:
No scripted runaround. We'll engage with the actual substance of your complaint.
If we need more time, we'll tell you — not just go silent.
If we got something wrong, we'll say so. We won't try to minimise or deflect.
Including escalation to the TIO if we can't resolve it to your satisfaction.
Financial hardship?
If you're struggling to pay your bill due to circumstances beyond your control, please see our Financial Hardship Policy. We have options to help.
Experiencing domestic or family violence?
Your safety is our priority. Please see our Domestic & Family Violence Support statement for the protections and assistance available to you. You will never be asked to provide evidence to access support.
Submit a formal complaint
Use this form to lodge a complaint in writing. You'll receive a confirmation and we'll get back to you within 2 business days.