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.
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 Compliant” 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 Compliant” and your Starlink Account # 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 compliant. 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 wish, you may nominate a representative to make a complaint on your behalf.
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:
Complaints will be resolved within the following timeframes depending on the nature of the complaint:
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 and, if the new timeframe exceeds 10 working days of the original timeframe, avenues for external dispute resolution including the TIO.
Starlink will escalate a complaint internally with the Customer Service Team at the reasonable request of a customer.
We will close your complaint in the following circumstances:
If you are not satisfied with the outcome of your complaint after addressing the issue directly with Starlink, you may contact the Telecommunications Industry Ombudsman (TIO) 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.