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Legal

Complaints handling

If something isn't right, we want to hear about it and fix it. This page explains how to raise a complaint with Glue IT, what happens next, and how to reach the Telecommunications Industry Ombudsman if we can't resolve it together.

Get connectedCall 1300 458 348

Effective 5 July 2026.

How to make a complaint

You can contact us any of these ways:

To help us resolve it quickly, please include your name, service address or account, a contact number, and what outcome you're after.

Making a complaint is free, and it won't affect your service - we won't disadvantage you for raising one.

What happens next

  • We acknowledge it - immediately if you call, or within 2 working days if you contact us another way, and give you a reference.
  • We investigate and aim to resolve it - we'll agree a resolution with you and, in most cases, complete it within 15 working days. If it'll take longer, we'll tell you why and keep you updated.
  • Urgent complaints - where you have a disability, are in financial hardship, or your service is disconnected (or about to be), we treat it as urgent and aim to resolve it within 2 working days.
  • Not satisfied? - ask us to escalate it to a manager. We'll review it again and explain your options, including the TIO.

Telecommunications Industry Ombudsman (TIO)

The TIO is a free, independent dispute-resolution service for phone and internet customers. Please give us a chance to fix things first - but if you're not satisfied with how we've handled your complaint, you can contact the TIO:

Glue IT is a registered business name of Graham Peter Hand, ABN 69 317 210 850 (registered for GST), Penrith NSW 2750. See also our Terms & Conditions and Privacy Policy.