Complaints Handling Process

Starlink is committed to providing excellent service and resolving any problems you may have with your service as quickly as possible.

You have a right to submit a complaint if you are not satisfied with Starlink’s resolution of any problems with your service or how we handled your enquiry. There is no charge for handling your complaint.

How to Submit a Complaint

You may submit a complaint 24 hours per day, 7 days per week by any one of the following methods:

Open a Ticket

The quickest way to receive a resolution is to log into your Starlink Account online in the Customer Support Portal and submit a Customer Support Request describing your issue and your desired resolution.

Please include “Consumer Complaint” in the subject of your ticket request.

By Email

You can send us an email describing your issue and your desired resolution to starlinkresolutions@spacex.com.

Please include “Consumer Complaint” and your Starlink Account # in the subject of your email.

By Mail

Send a detailed letter describing your issue and your desired resolution to the following address:

Starlink Internet Services Pte. Ltd. Level 10, 68 Pitt Street Sydney NSW 2000

Please include “Consumer Complaint” and your Starlink account number in the subject of your letter.

By Phone

You can call 1800 879 523 and initiate a complaint.

If you choose to submit a complaint, we will need a detailed description of your concern and the best way to reach you so that we may investigate and respond.

If you make contact and express dissatisfaction to us using one of the methods mentioned and we are uncertain regarding whether you wish to make a complaint, our personnel will provide help for you to formulate, make and process a complaint. Our personnel will also help if you have accessibility requirements, a disability, come from a non-English speaking background or are suffering financial hardship. If you are deaf or hard of hearing you may contact us through your preferred National Relay Service channel via the relevant NRS call numbers and links to lodge a complaint.

If you wish, you may nominate a representative to make a complaint on your behalf.

How We Resolve Complaints

Our goal is to resolve any problem as quickly as possible. We will do our best to fix the issue straight away; however, if we cannot promptly resolve your complaint, we will investigate further and get back to you with an update as soon as we can. If a complaint cannot be resolved immediately we will:

  • acknowledge receipt of your complaint and provide you with a unique reference number immediately if the complaint is made by phone and within 2 working days of receipt if the complaint is made in writing by email or by mail
  • provide you with instructions for monitoring the complaint
  • conduct an initial assessment of the complaint
  • investigate the complaint
  • respond to you with a proposed resolution
  • communicate our decision in response to the complaint including confirmation of any resolution
  • implement our agreed resolution
  • close the complaint
  • for complaints that are not resolved to your satisfaction, we will provide to you the process by which you can refer a complaint to the Telecommunications Industry Ombudsman (TIO)

Timing for Resolution of Complaints

Complaints will be resolved within the following timeframes depending on the nature of the complaint:

  • For urgent complaints you will be sent a proposed resolution within 2 working days. Urgent complaints are those involving (i) aggravation of a customer’s financial hardship in relation to Starlink’s Financial Hardship Policy or (ii) an imminent disconnection of service.
  • For non-urgent complaints you will be sent a proposed resolution within 10 working days.
  • For non-urgent complaints, we will complete all necessary actions to implement a resolution within 5 working days of you accepting that resolution except where otherwise agreed or if you have not done everything you need to do to resolve the complaint.
  • Complaints relating to billing errors will be resolved within 30 calendar days.

For urgent and non-urgent complaints, we will confirm a proposed complaint resolution within 5 working days of your request.

In the event there is a delay and your complaint cannot be resolved within these timeframes, we will advise you as soon as possible of the cause of the delay, the new timeframe for resolution. If the new timeframe exceeds 10 working days of the original timeframe, you can refer to the information set out below under the heading “For Further Assistance”.

If you notify us that you are dissatisfied with the response timeframes that apply to the handling or management of the complaint, or want your complaint to be treated as urgent, we will respond within 24 hours with details about our prioritization and escalation processes and your external complaint options.

Starlink will prioritize or escalate a complaint internally with the Customer Service Team at the reasonable request of a customer within 5 working days of the customer’s request.

Closing Complaints

We will close your complaint in the following circumstances:

  • we receive your consent to close the complaint,
  • we believe we have resolved the issue that is the subject of your complaint and communicated our escalation procedures and the TIO’s contact information to you,
  • we have been unable to contact you after 5 separate attempts over a period of 10 calendar days and we so advise you and provide you with an invitation to contact Starlink within 10 working days, or
  • we believe your complaint is frivolous or vexatious and we advise you within 5 working days of our decision and options for external dispute resolution including the TIO.

For Further Assistance

If you are not satisfied with how we have handled your complaint, you have a right to take it to the Telecommunications Industry Ombudsman (TIO), which is a free and independent service either online or by calling 1800 062 058. Your service cannot be canceled for the sole reason that you raised a complaint with the TIO or otherwise pursued external dispute resolution.

No Legal Action

We will not take legal action against you about your complaint while your complaint is open and for 7 working days after we give you the outcome or while it is being reviewed by the TIO.