Complaints Handling Policy

Last updated: August 2026

WebShield is committed to excellent customer service and to maintaining a healthy relationship with every customer. We have a complaints policy to make sure all complaints are handled as efficiently and effectively as possible.

As a WebShield customer, you are entitled to make a complaint to us. This page sets out our policy and procedures for handling both verbal and written complaints.

In short

We want to resolve your complaint as soon as possible. Please call us on the support number below and we will do our best to fix any problem you may be having with our service, as soon as we can.

Support: 1300 309 121 · support@webshield.net.au

Our responsibilities

  • To provide an efficient, fair and structured mechanism for handling complaints.
  • To provide our customers with access to the complaints handling process, including customers with disabilities and special needs.
  • To keep customers informed of the progress of their complaint and the expected timeframe for resolution.
  • To review our complaints each quarter so that we can improve our standard of customer service.

How we handle your complaint

  • When we receive a complaint, we will acknowledge it by telephone or in writing within 2 business days.
  • If your complaint is urgent — for example, where you have been accepted by us as being in financial hardship under our financial hardship policy, where your service is about to be disconnected, or where you are receiving Priority Assistance — we will prioritise your complaint and attempt to resolve it within 2 working days. If we cannot, we will explain why and give you our reasons for taking longer.
  • We will keep you informed of the progress of your complaint, the proposed actions, and the expected timeframe for resolution.
  • Our aim is to resolve complaints in a timely manner, and we will generally resolve a matter within 30 days.
  • Complex complaints may take longer than 30 days to resolve. In these cases, we will regularly update you on the progress and the likely timeframe for resolution.
  • We will advise you of the outcome of your complaint. Where you have asked us to, we will advise you in writing.
  • We may impose a charge for handling your complaint in special circumstances — for example, where your complaint requires us to retrieve archived records that are more than 24 months old.
  • Making a complaint should normally be free. If we think your complaint requires a charge, we will not impose one without first discussing it with you. If your complaint is upheld in your favour and we have charged you complaint handling fees, we will refund the full amount of those fees within 30 days.

Step one — contact us

If you have a complaint about any aspect of your account or your dealings with WebShield, we encourage you to telephone us first. Our objective is to resolve most enquiries or complaints during your first contact with us.

If you prefer to put your complaint in writing, we will respond to your letter and confirm any details in writing if you ask us to. If you like, you can appoint an authorised representative or an advocate to deal with us on your behalf. Please see our website for the procedure and form to appoint an authorised representative or advocate.

When you discuss your complaint with us, we can help you clarify and formulate it. You can also make a complaint using any of the other contact methods on our website. If there is another method you would like to use to send a complaint to us, please ask.

Step two — escalation within WebShield

Complaints made to WebShield are overseen by our customer service management. After a complaint is made, if it is not immediately resolved, we may need to investigate it. This process may take up to 15 business days, or longer — in which case we will update you with a reason for the delay and the expected timeframe.

If you are not satisfied with the response we provide, you may ask our Customer Service Management to escalate your complaint to senior management. If so, we will try to make a senior management representative available to address your complaint as soon as possible, depending on availability.

Step three — resolution and external review

When your complaint is resolved, we will confirm this with you within 10 business days.

If your complaint is not resolved to your satisfaction, and depending on the nature of your complaint, you may refer it to one of the following external bodies.

Telecommunications Industry Ombudsman (TIO)

The Telecommunications Industry Ombudsman (TIO) is an alternative dispute resolution scheme for residential and small business consumers. The TIO can help you if you have been unable to resolve your complaint with your phone or internet provider directly. The TIO seeks the cooperation of both parties through an alternative dispute resolution process to achieve an outcome that is fair and reasonable.

To lodge a complaint with the TIO, visit tio.com.au or call 1800 062 058.

What kinds of complaints can the TIO deal with? The TIO deals with complaints about telecommunications services. These include billing problems, telephone faults, poor customer service, mobile phone contract problems and internet access difficulties.

When should I go to the TIO? If you have a complaint about your phone or internet, the first step is to contact us and try to resolve it directly. Usually, the problem can be resolved at this stage. However, if you are unhappy with the resolution, you can make a complaint to the TIO.

How much does it cost? The TIO service is free. There is no charge to have a complaint investigated by the TIO.

If you do not speak English, you can call the Commonwealth Government’s Translating and Interpreting Service on 131 450 and ask to be put through to the TIO. The TIO pays for the cost of the interpreter service and also has fact sheets available in different languages.

Office of the Australian Information Commissioner (OAIC)

The Office of the Australian Information Commissioner (OAIC) can help you with matters related to privacy. To lodge a complaint, call 1300 363 992 or visit oaic.gov.au.

Other avenues

For certain telecommunications and trade practices issues, you may also lodge a complaint with:

  • the Fair Trading office in your state or territory;
  • the Australian Competition and Consumer Commission (ACCC); and/or
  • your solicitor, from whom you may obtain legal advice as an alternative avenue for resolution.

Contact us

WebShield (operated by Interconnect Networks Pty Ltd, ACN 659 014 767, ABN 35 659 014 767)
Phone: 1300 309 121
Email: support@webshield.net.au
Business hours: Monday to Thursday 9:15am – 5:30pm; Friday 9:30am – 5:00pm