Boost Complaint Handling Process
How to make a complaint
Boost endeavours to provide the best customer service and experience but if we have not lived up to your expectations and you wish to make a complaint, there are a number of ways to proceed.
 
By Live Chat
Boost Customer care: Click here

We will aim to resolve your issue during the initial chat. If the agent is unable to solve your problem, a manager will take responsibility to resolve your concerns.

If your matter is unresolved within 10 working days the customer care representative will contact you with an update of proceedings.

We aim to resolve all customer complaints within 15 working days.
 
By Phone
Boost Customer Care: 125 8881

The quickest way to resolve your complaint is by speaking with one of our consultants.

We will aim to resolve your issue during the initial phone call. If the agent is unable to solve your problem, a manager will take responsibility to resolve your concerns.

If your matter is unresolved within 10 working days the customer care representative will contact you with an update of proceedings.

We aim to resolve all customer complaints within 15 working days.
 
By Email or Letter
Boost Head Office Email: compliancemanager@boost.com.au
Boost Head Office Address:
Compliance Department: Boost Tel Pty Ltd
283 Young Street
WATERLOO NSW 2017

We will respond to you within 5 working days of receiving your complaint and endeavour to have it resolved at that time or inform you that the matter requires further investigation.We aim to resolve all customer complaints within 15 working days
 
Pre March 2013 Boost Pre-Paid Customers
Unless you port your service over to a Boost Pre-paid Mobile service on the Telstra 3G Mobile Network from March 2013 your existing service will be provided by Optus under the Optus brand.

Please Call Optus Customer Service: 1300 555 002

But don't forget, you can still be part of the Boost Mobile family buy purchasing a new Boost Mobile SIM via this web site or in store (see Where to Buy within our FAQ’s)
 
What we do if you want your complaint investigated further
If our consultants or managers are not able to resolve your concerns, we will refer your complaint to our Head of Compliance.

We will provide you with a complaint reference number and within 48 hours your complaint will be allocated to a dedicated Customer Relations Case Manager. Your Case Manager will provide you with their direct contact details.

If you are not satisfied with our review of your complaint, or with the way in which we have handled the complaint, you can ask the Telecommunications Industry Ombudsman (TIO) to assist, after you have spoken with us.

To lodge a complaint with the TIO you can call 1800 062 058, write to: TIO PO Box 276 Collins Street West Melbourne VIC 8007 or contact them via their website www.tio.com.au