What do I do if I�m not happy with Startel�s Service?

Startel strives to provide you the highest level of service with our friendly, flexible approach to serving you. During your time with us, we hope that you won�t have any complaints about our products or services. However in the event you do have a complaint, rest assured that we will do everything we can to quickly resolve your complaint with the highest standards of efficiency and integrity.

If our products or services do not meet your expectations, you may contact us as follows:

- Phone: 1300 13 7827 (Monday to Friday: 8:30am to 8:30pm, Saturday 9am to 3pm AEST)

- OR to talk dirrectly to the Resolutions team 07 3038 3051 (Monday to Friday: 8:30am to 5pm QLD time)

- Email: resolutions@startel.net.au

- Fax: 07 3347 1122

- Post: ATTN: Resolutions Officer PO BOX 2413 Mansfield QLD 4122

- Twitter: @StartelCom


Our goal is to resolve all complaints during your first contact with us.
If your complaint is lodged via telephone, our representative will work with you to resolve the issue during your call. If it is lodged in any other way, we strive to contact you and have the issue resolved within seven (7) business days.

If the issue cannot be resolved immediately or within the above-referenced time frame, we will let you know the reasons why and provide you a timeframe for when you will receive a response. Your complaint will be managed by our Resolutions Manager who will be in regular contact with you until the complaint is resolved.

The maximum amount of time you can expect your complaint to take to be resolved is thirty (30) calendar days from the time we receive your complaint. If you request, we can provide you all decisions reached relating to your complaint in writing.

While we trust you will be satisfied with the resolution of your complaint, if you are still not satisfied, you may contact our designated Resolutions Manager who will talk with you directly about all options relating to the resolution of your complaint.

In the unfortunate event that you are still not satisfied with the resolution of the complaint, it is suggested that you seek independent legal advice. You can also seek non-legal assistance from the Telecommunications Industry Ombudsman (TIO) (www.tio.com.au).