Complaints

Arafura Connect is committed to providing Great Customer Service. If you have a compliant we would like to hear from you. Please email us info@arafura.net.au or phone us on 08 8944 2222. We will respond to you in writing to your nominated email, or postal address within 2 working days.

NOTE: If you would like to nominate an Authorised Representative/Advocate to make a complaint on your behalf, please authorise them during your first contact with us. A form will need to be completed and can be found here (Authorised Representative Form.pdf)

If we cannot resolve the complaint to your satisfaction what are your options?

If you remain unsatisfied with our response you are welcome to contact the Telecommunications Industry Ombudsman (TIO) for independent advice. The TIO is an office of last resort and deals with complaints that consumers have not been able to resolve with their Internet Service Provider after exhausting all possible avenues directly with the company.

The TIO can be contacted via the following means:

Telephone: 1800 062 058 or 03 8600 8700
Fax: 1800 630 614 or 03 8600 8797
Email: tio@tio.com.auOnline: https://www.tio.com.au/making-a-complaint

Alternatively you can contact the Office of Fair Trading in your state or territory.