Albury Local Internet Complaints policy

Our Aim

Albury Local Internet aim to provide you the highest quality service and professional, personal support.

We strive to deliver you clear, accurate and timely bills; to process payments promptly; to answer your questions in a clear and timely manner whether they are by email, phone or in writing.

In the rare event we get something wrong, we will try to fix it quickly. First, we need to know about it so you need to tell us.

By phone

Call us on 02-6040-3000 during business hours.

By email

Send us an email to

By letter

Send us a letter addressed to:
Albury Local Internet,
PO Box 577,
Lavington, NSW, 2641

What we aim to do if you make a complaint.

The person that answers your call will try to resolve your issue with you on the spot. We aim to acknowledge emails and letters within one business day of receipt.

If we need to investigate your issue further, we aim to resolve the matter, or communicate to you an action plan, within five business days.

While your issue is being investigated, we will provide you with updates of our progress so that you are aware of what is happening with your complaint.

If you are not satisfied with the resolution, tell us you are not satisfied and your complaint will be escalated to management for attention.

If we remain unable to resolve your complaint to your satisfaction you can contact the Telecommunications Industry Ombudsman (TIO). The TIO is an office of last resort for complaints about telecommunications services. You must give us a reasonable opportunity to resolve your complaint before contacting the TIO.