Clear information, easy to find
Plan documents, customer protections and the practical information you may need before, during or after your Linkify service.
Plans and regulatory requirements can change. Linkify will confirm the applicable Critical Information Summary, customer terms and charges before an order is accepted.
Document library
These links bring customer safeguards and product information into one consistent location. Payment assistance and complaints remain visible from the homepage as well.
Plan inclusions, prices, fees, contract terms, limitations and complaint information.
View section →02How to make a complaint, expected timeframes, internal escalation and independent help.
View section →03Support options for residential, small-business and not-for-profit customers having difficulty paying.
View section →Critical Information Summaries
Each CIS states the plan’s inclusions, exclusions, fees, minimum term, minimum cost and complaint pathway. All advertised prices are shown including GST.
The applicable Critical Information Summary must be reviewed before purchase. Ask Linkify for the current written plan information before ordering.
Complaints handling
Making a complaint is free. Linkify will record it, try to resolve it at first contact where possible and provide a reference so progress can be followed.
Contact Linkify about a complaintComplaints made in real time are acknowledged immediately; email or written complaints are acknowledged within two working days.
We aim to resolve urgent complaints within two working days.
If it cannot be fixed immediately, we provide a proposed resolution within ten working days.
Ask for an internal review. If you remain dissatisfied, you may take the complaint to the Telecommunications Industry Ombudsman, a free and independent service.
Payment assistance
Residential, small-business and not-for-profit customers experiencing short- or long-term financial difficulty can ask Linkify for help. We will consider individual circumstances and discuss realistic options without charge.
Ask for payment assistanceLinkify will tell the customer the outcome within two business days and complete any required assessment within five business days.
Privacy information covers what Linkify collects, why it is collected, how it is used and disclosed, storage and security practices, and how to request access, correction or make a privacy complaint.
Request the current document →Customer terms cover ordering, activation, billing, GST, equipment, service changes, cancellations, number porting, outages, customer responsibilities and liability.
Request the current document →Acceptable-use information covers unlawful activity, network abuse, security threats, spam, interference, excessive or automated use, investigation and proportionate service restrictions.
Request the current document →