COMPLAINTS

We’re sorry to see you here. It seems something went wrong with your Vaya experience and you’re unhappy with our products or service.

At Vaya we strive for happy customers and excellent customer service, so we’ll do our best to solve your issue in a quick and effective manner. Here’s how to get in touch with us:

Use our online complaints form

There are lots of ways to get in touch with us. Whether you’ve got a question about your phone, your price plan, your account or something else.

Phone: 1300 008 292 (Monday to Friday: 8:00am to 7:00pm, Saturday and Sunday 10:00am to 6:00pm AEST)

Email: talk@vaya.net.au

Post: Vaya Pty Ltd, PO BOX R1861 ROYAL EXCHANGE NSW 1225

You may use any of these contact methods to make a complaint.

We aim to make the complaint handling process fair and accessible for everyone including customers and former customers with disabilities, those suffering financial hardship and those from non-English speaking backgrounds. If you require any special assistance to articulate and lodge a complaint or have any special requirements, please tell us what they are when you get in touch with us and we will provide specialised support as needed.

If you’d like to read our policy relating to your complaint, then download the Vaya Complaint Handling Policy.

Alternatively, if you’d like a hard copy of the policy, we’re happy to send you one in the mail – just contact us and let one of our customer representatives know your postal address.

THINGS TO KNOW

What happens next?

When we receive your complaint, firstly, we’ll acknowledge that we’ve received it and provide you with a reference. This will allow us to identify your complaint and it will also enable you to track it when you get in touch with us.

After that, one of our customer representatives will be in touch with you to investigate and resolve your matter as quickly as possible.

How long will it take to resolve my issue?

A maximum of 15 working days will be the time it takes to resolve your issue. (We’ll do our best to resolve it quicker though!). If you’ve got an urgent complaint like suffering from financial hardship, or you’ve been disconnected, we’ll aim to address these issues quicker. If we need more time to investigate, we’ll be in touch to let you know what’s causing the delay and when you can expect the resolution.

How can I track the progress of my complaint?

Whilst we investigate your issue, you can contact us at any time. Just provide us with your complaint reference number and we’ll provide you with up-to-date info on what’s happening with your complaint.

For more help, please visit our online FAQs section.

The Vaya complaints handling process and policy have been developed in accordance with the INDUSTRY CODE TELECOMMUNICATIONS CONSUMER PROTECTIONS CODE C628:2015. No legal rights arise under this document.