1. What counts as a complaint?
A complaint is an expression of dissatisfaction about a Highway telecommunications product, service or our handling of an earlier complaint, where you expect a response or resolution. You do not need to use the word “complaint.” A first request for information, technical support or fault reporting is not normally a complaint unless you ask us to treat it as one or make it clear that you are dissatisfied and expect a resolution.
2. How to complain
Call 02 6372 3645 or email admin@hwy.com.au. Our standard contact hours are 9 am–6 pm Monday to Friday.
Tell us your name and account details, what happened, what outcome you are seeking and how best to contact you. We will help you make or progress a complaint if you need assistance, including if you have accessibility needs or difficulty communicating in English.
3. What happens next
We try to resolve complaints at first contact. If we cannot, we will investigate in proportion to the seriousness of the issue, keep a record and give you a way to identify the complaint.
After implementing the resolution, we will confirm it in writing within 5 working days. If a delay occurs, we will explain the reason and give you a new expected timeframe.
4. Urgent complaints
We treat a complaint as urgent where the rules require it, including certain matters involving payment assistance, Priority Assistance, an improper disconnection, or a safety threat connected with domestic or family violence. We aim to resolve and implement the resolution of an urgent complaint within 2 working days.
5. Escalating a complaint
If you are dissatisfied with progress or the outcome, ask us to escalate the complaint. We will explain our escalation process and assess the request within the required timeframe.
If you are not satisfied with how we have handled your complaint, you have the right to take it to the Telecommunications Industry Ombudsman, which is a free and independent service. Visit tio.com.au or call 1800 062 058. We encourage you to give Highway a reasonable opportunity to resolve the matter first, but contacting the TIO does not affect your legal rights.
6. Accessibility
If you are deaf, hard of hearing or have a speech impairment, the National Relay Service may help you contact us. Visit accesshub.gov.au.
7. Reviews and records
We keep complaint records, regularly review complaints for recurring issues and review this process at least annually.