Pickle is committed to resolving customer concerns promptly and fairly. This article explains how to raise a formal complaint, what to expect at each stage, and what options are available if a resolution cannot be reached.
What Is a Complaint?
A complaint is a formal expression of dissatisfaction with Pickle's products, services, billing, or customer experience — where a customer is seeking a specific outcome or resolution.
A complaint is different from a general support request. If a customer wishes to have an issue formally investigated and tracked, they should clearly identify it as a complaint when making contact.
How to Raise a Complaint
Customers can raise a complaint directly with Pickle's support team by phone or email. When lodging a complaint, include:
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Account details — full name, account number, and contact information
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Description of the issue — what happened, when it occurred, and any relevant history
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Desired resolution — what outcome is being sought (e.g. billing correction, service restoration, compensation)
Clearly stating that the contact is a formal complaint ensures it is recorded and handled under Pickle's complaint process.
What Happens After a Complaint Is Lodged
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Acknowledgement — within 2 business days
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Assignment — allocated to a team member for investigation
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Investigation — account records and supporting information reviewed
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Updates — customer kept informed throughout — no need to follow up for a status
Resolution Timeframes
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Standard complaints — resolved within 15 business days
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Complex complaints — may require additional time; customer will be notified with an updated expected resolution date
Escalation Within Pickle
If unsatisfied with the initial response, customers can request escalation to a senior team member:
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Escalated complaints reviewed within 5 business days
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Contact Pickle through the same channel used to lodge the original complaint and clearly state a senior review is being requested
Referral to the TIO
If the complaint cannot be resolved through Pickle's internal process, customers have the right to contact the Telecommunications Industry Ombudsman (TIO) — an independent, free dispute resolution service.
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Website: tio.com.au
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Phone: 1800 062 058 (free call)
Pickle encourages customers to work through the internal process first, but customers are under no obligation to continue if they feel it has been exhausted.
Pickle's Commitments
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Fair treatment — all complaints assessed objectively and without bias
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Transparency — customers kept informed at every stage
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No retaliation — Pickle will not disadvantage any customer for raising a complaint
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Continuous improvement — all complaints logged and used to improve services
Key Takeaways
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Clearly identify contact as a formal complaint when reaching out
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Pickle acknowledges within 2 business days and aims to resolve within 15 business days
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Customers can request escalation to a senior team member if unsatisfied
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Unresolved complaints can be referred to the TIO at tio.com.au or 1800 062 058 — free of charge
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Pickle handles all complaints fairly, transparently, and without retaliation
Pickle
Office 12, 7-9 Churchill Ave, Strathfield NSW 2135