eSIM Australia seeks to maintain and enhance our reputation for high-quality products and service. We value complaints — they help us improve, and we're committed to addressing your issue promptly and with care for your needs and concerns.
Our complaints procedure is overseen by a senior manager, who ensures it operates effectively and efficiently in compliance with the Complaints Standard. The process is focused on your needs and expectations, and designed to be easy to understand.
You can file a complaint using any of the methods listed on our Contact Us page.
Complaints made by phone are verified immediately and given a reference number on the spot. Complaints made by email, web form, fax, or post receive a response and reference number within the same working days of receipt.
In rare cases where a resolution isn't possible within the usual timeframe, we'll let you know the expected timeframe, the reasons for the delay where possible, and your options for external dispute resolution. Once you agree to a proposed resolution, we'll implement it within 2 days — unless you agree otherwise, or a step on your side is still outstanding.
Once your complaint has been filed, we'll provide a Complaint Registration Number (CRN). Save this number — it gives us a complete record of your complaint whenever you contact us again or want a status update.
We systematically record each complaint and retain the following details for two years:
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