AUSTAR's goal is to provide a high level of customer service in all areas, including our handling of complaints.
At AUSTAR we believe that our complaint handling guidelines will facilitate a quick and effective resolution of your issues.
If your complaint relates to AUSTAR TV or AUSTARnet you can contact us in these ways:
Call 132 432, for the cost of a local call from a landline anywhere in Australia. Telephone between 9am-5pm Monday to Friday Queensland time and speak to one of AUSTAR's customer service specialists who are trained and empowered to handle most enquiries, with an aim to provide first call resolution.
Should you prefer to lodge your complaint in writing, you can do so as follows:
If you have written, emailed or faxed your complaint, we will acknowledge receipt 9am-5pm Monday to Friday , then investigate and respond to you within 5 working days.
All complaints will be dealt with in a courteous, fair and efficient manner.
If you've called us with a complaint and are not satisfied with how we propose to resolve it, you can request to have your call escalated to a more senior member of staff which may necessitate that person returning your call. Our objective is for this to occur immediately. Should this not be possible, we aim to return your call within 24 hours.
The more senior member of staff will retain ownership of your complaint through the resolution process to eliminate the need for you, the customer, to have to repeat the details of the issue.
ASTRA is the subscription television industry's peak body, and it has developed a Code of Practice which is available for you to view at astra.org.au. AUSTAR complies with the ASTRA code, including its complaints and escalation procedures.
For more complex enquiries, lodged by any method, and where further investigation is required, a reasonable time frame for resolving the complaint will be agreed with you.
In all cases AUSTAR will ensure you remain informed of who is dealing with your complaint and provide an estimate of how long it will take to resolve.
Customers whose circumstances present a difficulty for them to make a complaint, such as language difficulties or a disability, may require assistance from AUSTAR or from family or relatives in making a complaint. AUSTAR will provide reasonable assistance where necessary in formulating complaints, and will reasonably accommodate other requests where friends or family represent complainants.
AUSTAR will not demand payment for genuinely disputed amounts, while the complaint is under investigation. We do however require payment for any non-disputed amounts, as invoiced.
If you are not satisfied with the outcome of your complaint you may wish to contact one of the following. If your complaint relates to:
By creating an AUSTAR Login ID you can tailor the way this site works just for you. You can easily record programs, set reminders and manage your account.