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.

Voice carrier information for Australia

Product specific terms for Australian voice services

These terms cover voice and calling services we supply in Australia. They do not cover internet, data or network services.

Document reference: VCI-AU
Version 4.3. 21 September 2026.
Effective date: 1 October 2026
Supersedes: none (first published version)

1. What these terms cover

1.1 These terms name the carrier or carriers whose networks carry your calls in Australia, and state who is responsible to you for your service.

1.2 In these terms, "Voice Service" means any voice or calling service we supply to you in Australia over an internet or data connection. "We", "us" and "our" mean Lightwire Australia Pty Ltd, ABN 36 616 630 258.

1.3 These terms form part of your agreement with us for each Voice Service you take in Australia.

2. The carrier, and who is responsible

2.1 The principal carrier whose network we use to provide your Voice Service is Symbio Wholesale Pty Limited, ABN 75 136 972 355. We are responsible for the services we provide and we are not affiliated with or related to that carrier.

2.2 If something goes wrong with your Voice Service, raise it with us. You do not need to contact any carrier we use. No carrier we use has an agreement with you, or owes you any obligation under your agreement with us.

3. Keeping this current

3.1 Clause 2.1 names the carrier or carriers whose networks we use to provide your Voice Service. That is information about how your Voice Service is carried. It is not a term of your agreement.

3.2 We keep this information current. Where a carrier we use changes, or we add or remove a carrier, we update these terms and publish the current version. A change of carrier does not of itself change your Voice Service, your charges or any other term of your agreement. Where a change does change your Voice Service, the change provisions in our General Business Terms and Conditions apply to that change.