Complaints Policy

TravelSIM® aims to deliver amazing customer experiences and if we failed, we want you to let us know. 

If you are experiencing an issue, you, your Authorised Representative, your Advocate or Interpreter can contact one of friendly Customer Support Representatives, who are available Mon-Fri 8:30AM until 6:00PM AEST.

Phone: 1300 851 676 (within Australia) 

Overseas: +61 2 8668 7500 (outside Australia) 


By Mail: Post PO Box 222 South Melbourne VIC 3205 

If you contact us by post, we will get back to you within 2 business days from receipt of your letter. If you contact us by email, we will respond to you within 24 hours (but usually sooner). 

We will attempt to resolve your issue within the first contact. However, if we are unable to resolve your issue within the first contact, we will try to resolve it as quickly as possible. If your issue was not resolved to your satisfaction or you want to make a complaint, please contact us using one of the methods above. 

Complaint Handling Process 

Upon receiving your support request or complaint, our trained Customer Support Representatives will investigate the issue and will keep you informed until we have a resolution. Depending on the nature of the complaint, the time to resolve the issue may take a few days. We aim to resolve all complaints within 15 business days of receipt. If we are unable to reach a resolution within 15 business days, we will notify you to explain the reason for the delay and agree on a new timeframe. 

Anytime you communicate with TravelSIM®, we keep a record under your account. This also acts as your reference ID. If you need to follow up with your complaint or want to know the progress, simply advise your TravelSIM® number and the name of the account and we will be able to advise you of the investigation. 

However, if you are not satisfied with the resolution you may contact the Telecommunication Industry Ombudsman (TIO). We encourage you to always contact us first if you experience any problem or are unhappy. We will do our best to solve your problem during our first contact. 

You can contact the TIO as follows: Phone 1800 062 058 Fax 1800 630 614 Online 

The services of the TIO are free of charge.