Complaints. We want to resolve them.
How to lodge a complaint, the timeframes you can expect, accessibility assistance and external escalation.
You can make a complaint at no cost. Tell us if you need accessibility support, an authorised representative or urgent assistance.
What is a complaint?
A complaint is an expression of dissatisfaction about our service, a product or an interaction where you expect a response or outcome. A technical support request is not treated as a complaint unless you ask us to handle it that way.
How to make a complaint
Call 1300 061 793 or email support@golambda.com.au. We will give you a reference number—during a phone call or, for email complaints, generally within two business days.
How we handle it
We assess whether a complaint is standard or urgent. Urgent matters may include disconnection, priority assistance impacts, financial hardship, personal safety, serious health concerns, or domestic and family violence. We aim to propose a resolution within 10 business days for standard complaints and two business days for urgent complaints. If requested, written confirmation of a proposed resolution is generally supplied within five business days.
Once you accept a resolution, we aim to implement and confirm it within five business days, unless you request another schedule or we are waiting for action from you.
Accessibility
The National Relay Service is available at accesshub.gov.au. TIS National is available on 131 450 within Australia.
External review
If we have had a reasonable opportunity to resolve your complaint and you remain dissatisfied, you may contact the Telecommunications Industry Ombudsman on 1800 062 058 or at tio.com.au/complaints. Using external dispute resolution will not by itself cause us to terminate your service.