Your rights, our promises, in writing.
Pennytel is a fully Australian-owned and operated telco bound by the Australian Communications & Media Authority (ACMA) rules and the Telecommunications Consumer Protections (TCP) Code. Here's everything we publish so you can keep us honest.
If something's gone wrong, tell us.
We follow the ACMA Telecommunications (Consumer Complaints Handling) Industry Standard 2018. Most complaints are resolved on the first call — but if not, here's how it works.
When you can contact us about a complaint
| Day | Complaint contact hours |
|---|---|
| Monday – Friday | 9:00 am – 5:00 pm AEST |
| Saturday – Sunday | Closed |
You can lodge a complaint by email or our online contact form at any time, including outside these hours.
Call us on 1300 232 888 (Mon–Fri 9am–5pm AEST), open a ticket from your Account, or use the contact form. Most issues are resolved here, on the spot.
If you're not happy with the outcome, request escalation to our Customer Resolution team. We'll review the case independently and respond within 10 business days.
Reference the complaint ID you were given in Stage 1.
If you're still not happy after 15 business days, you can take your complaint to the Telecommunications Industry Ombudsman — a free, independent service that resolves disputes between telcos and their customers.
We're here when times are tough.
Under the ACMA Telecommunications (Financial Hardship) Industry Standard 2024, we offer Payment Assistance to anyone going through illness, job loss, family difficulties, natural disaster, or other circumstances making it hard to pay your bill — no judgement.
Confidential support, no questions.
Under the ACMA Telecommunications (Assisting Consumers Experiencing Domestic and Family Violence) Industry Standard 2023, we provide trained, confidential help to stay safely connected — including discreet account changes, fee waivers, and connections to support services.
We follow the rules — and the spirit.
Telecommunications Consumer Protections Code — our overarching consumer rulebook, registered with the ACMA and administered by Communications Compliance.
Telecommunications (Financial Hardship) Industry Standard 2024 — minimum protections for customers experiencing financial difficulty.
Telecommunications Service Provider (Customer Identity Authentication) Determination 2022 — strong ID checks for high-risk transactions.
Telecommunications (Assisting Consumers Experiencing Domestic and Family Violence) Industry Standard 2023.
Telecommunications (Consumer Complaints Handling) Industry Standard 2018 — sets minimum complaints handling standards.
Telecommunications Service Provider (Mobile Network Outage Information) Determination 2025 — proactive outage notifications.
Independently verified, every year.
Pennytel completes the Communications Compliance annual attestation against the TCP Code each year. Our latest attestation was lodged in November 2025 and accepted without exception.
- ABN
- 12 166 566 632
- ACN
- 166 566 632
- CSP licence
- ACMA registered
- Registered office
- 90 Podium Wy, Oran Park NSW 2570
Policy library
Plain-English policies, terms and key facts sheets. Each is a downloadable PDF — current versions are kept on this page and updated when policy changes.
Compliance
All legal documents
Looking for a document that's not here yet? Get in touch and we'll send it through.