At Zettagrid, we aim to always provide a great customer experience by offering great services. We do understand that in some instances you may wish to express dissatisfaction with a product or service. Our Support Team is able to assist current and former customers with all technical and account related enquiries. Our staff are available to assist you with making your complaint. You may request the status of your complaint by contacting our support team and providing your case number.

Step 1 – Contacting our Technical and Account Support Team

For all Technical enquiries please contact our Support team by one of the following contact methods:

  • email: support@zettagrid.com
  • phone: 1300 597 656 or 08 6314 6580.
  • mail: att: Zettagrid, Level 11, 108 St Georges Tce Perth WA 6000

Our support staff are empowered to resolve complex situations on the initial call. If this is not possible and further investigation is warranted a unique case number will be assigned and provided to you immediately if your complaint is made over the phone or when your email is received. Complaints made by Fax or Mail will be acknowledged and provided with the unique case number within 2 business days.

For all Accounts enquiries please contact our Accounts team by one of the following methods:

  • email: accounts@zettagrid.com
  • phone: 1300 597 656 or 08 6314 6580.
  • mail: att: Zettagrid, Level 11, 108 St Georges Tce Perth WA 6000

Our support staff are empowered to resolve complex situations on the initial call. If this is not possible and further investigation is warranted a unique case number will be assigned and provided to you immediately if your complaint is made over the phone or when your email is received. Complaints made by Fax or Mail will be acknowledged and provided with the unique case number within 2 business days.

Step 2 – Escalation to Management

If you are not satisfied with the solution offered by our Support and Accounts team members you can request for your dispute to be escalated to our Management team for review. You can make the request by using any of our available contact methods. Your case will then be escalated to our Management Team and be reviewed by the Management team with a response provided to you within 5 business days depending on the complexity of your complaint.

Step 3 – Further Escalation

If you remain dissatisfied by the solution provided by our Management team and as a last resort you can escalate your case to the Telecommunications Industry Ombudsmen (TIO).

The TIO can be contacted on the following details:

Telephone:         1800 630 614

Online:               www.tio.com.au/making-a-complaint

Urgent Complaints

If you believe your complaint to be urgent, please advise us on your first contact with our staff. All complaints considered urgent will be acknowledged within 1 business day and a solution offered within 2 business days. We will contact your directly if we are unable to meet this time frame for any reason.

Your complaint will be considered as urgent if it meets the below criteria:

  • you have requested or have been approved for Payment Assistance,
  • your service has been disconnected or is in danger of imminent disconnection and where due process has not been followed.

Authorised Representatives

Please let our staff know if you wish to have another person represent you in making or handling your complaint. All representatives must be authorised on your account prior to being allowed to represent you. Authorised representatives may assist customers that may be experiencing a disability or are from a non English speaking background.