At Kogan Mobile, we strive to provide you with the best possible products and service for your needs. We understand there are situations when you may feel that you are dissatisfied with the service that we provide and you may wish to make a complaint.
We will deal with your complaint fairly, in a courteous and timely manner, and consider all the circumstances of the complaint and any special needs you may have.
If you need assistance with your complaint, you may discuss it with us with your advocate, an interpreter or through an authorised representative.
Your feedback, even in the form of a complaint, is valuable to us, especially when we don’t meet the expectations we set for ourselves on service or deliver you the service you expect. We want to make sure your concerns are resolved as effectively as possible. All our staff are given extensive training so they are able to help you resolve an issue, or forward the matter on to someone who can.
We aim to make it easy for you to contact us and provide us feedback or make a complaint. You can contact us directly through our Help Centre, call 12612 from your Kogan Mobile handset or call 1300 056 426 (1300 0 KOGAN) from a non Kogan Mobile phone and we will acknowledge your complaint immediately when you speak to one of our staff, or within two business days if you leave a message.
To avoid any misunderstanding you should make it clear at the beginning of your call that you wish to make a complaint.
Or you can send a complaint to us by post, our postal address is: ATTN: Kogan Mobile Customer Care, GPO Box 2579, Melbourne, VIC 3001
For more information on our Complaints Handling Policy, please go to https://www.koganmobile.com.au/legal/complaints/