What are Lightwire's minimum standards of practice?

Lightwire follows the TCF Customer Care Code and commits to treating customers with respect, providing accurate service information, delivering services to advertised standards, and communicating changes with advance notice.

How does Lightwire handle billing disputes?

Lightwire strives for invoice accuracy and will investigate any billing disputes. While investigating, payment is not expected for the disputed portion of the bill.

What happens during a Force Majeure event?

During Force Majeure events like natural disasters, floods, or widespread outages, Lightwire will minimize service impact, keep customers informed, and may temporarily suspend standard service levels.

What support is available for customers experiencing financial hardship?

Lightwire offers temporary payment plans and service reviews to reduce costs. They will not disconnect service if agreed payments are being made and treat all hardship discussions with confidentiality and compassion.

How long does Lightwire take to resolve complaints?

Lightwire acknowledges complaints within 3 business days and aims to resolve them within 20 business days. Cases involving third parties may take longer, with regular updates provided.

What if I disagree with Lightwire's complaint decision?

Customers can escalate unresolved complaints to the Telecommunications Dispute Resolution (TDR) service at www.tdr.org.nz or contact@tdr.org.nz.

Making a complaint in Australia

Lightwire Australia Pty Ltd, ABN 36 616 630 258

Document reference: CMP-AU
Version 1.0. 30 September 2026.
Effective date: 1 October 2026
Supersedes: none (first published version)

1. How to make a complaint

If you are unhappy with our service, or with how we have dealt with you, tell us. Making a complaint is free.

• Phone 1300 016 678
• Email complaints@lightwire.co
• Or speak to your account manager or our support team, who will pass it on.

If you would like someone else to deal with us for you, or you need help making a complaint, tell us and we will arrange it.

2. What we do

We acknowledge your complaint, give you a reference number, and tell you who is handling it. We keep you informed while we work on it, and we tell you what we have decided and why.

If you are not satisfied with our response, you can ask us to escalate your complaint to a more senior person at any time.

3. The Telecommunications Industry Ombudsman

If we cannot resolve your complaint, you can contact the Telecommunications Industry Ombudsman (TIO). The TIO is a free and independent dispute resolution service for telecommunications customers. It will normally ask you to try to resolve the complaint with us first, but you can contact it at any time.

• Phone 1800 062 058
• Online www.tio.com.au
• Post PO Box 276, Collins Street West, VIC 8007

We will not treat you differently for contacting the TIO.