Make a complaint or report an outage
You can use the contact details on this page to make a service outage report, or to make an enquiry about a network outage.
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.
Acknowledge within 1 business day. Resolve within 15 business days. Tell you when we can't.
- Stage 1:Talk to our team 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. Contact us
- Stage 2:Ask for an internal review 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.
- Stage 3:Take it to the TIO 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. Visit tio.com.au
Telecommunications Industry Ombudsman
Free, independent dispute resolution. Pennytel Australia Pty Ltd is a member of the TIO scheme as required under the Telecommunications (Consumer Protection & Service Standards) Act 1999.
1800 062 058 · tio.com.au · Translator 131 450
Check for a mobile network outage
Pennytel mobile runs on the Telstra Wholesale Mobile Network. Before reporting an outage, check Telstra’s network status tools — your issue may already be a known outage on the underlying network. Both tools are provided as they serve different purposes.
Check for an NBN outage
Pennytel internet runs on the NBN. Outages and planned maintenance on that network are published by nbn co — check there first, as your issue may already be a known fault or a scheduled outage in your area.
Before reporting an NBN fault, it’s worth restarting your modem and checking your cables — that resolves a good share of connection drops.
How to report an outage or make an enquiry
For urgent help during a network outage, calling us is fastest — our team can respond immediately during staffed hours. You can also email us or use our online contact form.
- Call us on 1300 232 888 Real-time help — Monday to Friday, 9:00 am – 5:00 pm AEST
- Email support@pennytel.com.au Available any time
- Use our online contact form Report an outage or make an enquiry online — the form opens ready for an outage report.
- Make a complaint Our complaints handling process, including contact hours and how to escalate.
Our network outage complaints handling process
If you’re unhappy with how a network outage has affected you or how we’ve handled it, you can make a complaint. Here’s how we handle network outage complaints:
- Tell us. Report the outage or make a complaint using any of the contact methods above.
- We log it and give you a reference. We record your outage report or complaint, give you a unique reference number, and tell you what to expect next.
- We investigate and keep you updated. We aim to resolve network outage complaints promptly and will keep you informed of progress and the expected resolution time.
- You can ask us to escalate. If you’re not satisfied, you can ask for your complaint to be reviewed by a manager.
- Independent review — the TIO. If we still can’t resolve it, you can contact the free and independent Telecommunications Industry Ombudsman on 1800 062 058 or at tio.com.au.
This network outage complaints handling process has been approved by our most senior responsible executive, who is responsible for its implementation and operation.