Complaints Policy

The core focus of our organisation is providing exceptional customer service. If you have a complaint about any product or service provided by Sublime IP, please let us know as soon as possible and we will do our best to resolve all issues quickly and fairly.

Contacting Us

We can be contacted by telephone in Sydney business hours toll free on 1300 SUBLIME or from outside of Australia on +61 2 9948 8888.

If your complaint is complex or we are not able to resolve it immediately, we may ask you to provide your complaint in writing to assist us in providing you with an accurate and detailed resolution. You are in any case welcome to send complaints in writing in the first instance if you prefer.

You may send this to us by any of the following means:

Sublime IP Pty Ltd
Attn: Customer Service
PO Box 428
Terrey Hills NSW 2084
Australia

Complaint resolution

We will acknowledge your correspondence within 3 working days of its receipt, and will make all reasonable efforts to provide you with a response to your concerns within 10 working days.

We will endeavour to resolve your complaint as soon as practical. In the event that you remain unsatisfied with our proposed resolution, please let us know. We can discuss the matter further if necessary and/or advise you of third party resolution options that may be available to you depending on the circumstances.

Complaints about privacy issues

Please see our privacy policy for more detailed information specifically relating to privacy issues.

Domain name complaints

Complaints about Australian domain names (.au)

As an auDA accredited registrar, auDA provides a fall-back complaints resolution policy if we are unable to resolve any complaint you may have that relates to a .au domain name. Please see the auDA site for information regarding Complaints.

If your complaint relates to another registrant's use of a particular domain name for which Sublime IP is the registrar of record, the .au Dispute Resolution Policy (auDRP) aims to provide a cheaper, speedier alternative to litigation for the resolution of disputes between the registrant of a .au domain name and a party with competing rights in the domain name.

gTLD domain names

gTLD domain names (com/net/org/info/biz) are covered by ICANN's Uniform Domain-Name Dispute-Resolution Policy (often referred to as the "UDRP"). Disputes alleged to arise from abusive registrations of domain names (for example, cybersquatting) may be addressed by expedited administrative proceedings that the holder of trademark rights initiates by filing a complaint with an approved dispute-resolution service provider.

Internet access services

For Internet access services (dialup and ADSL) provided by Sublime IP Pty Ltd under the DIALix brand name, Sublime IP Pty Ltd is a Carriage Service Provider under the Telecommunications Act and a member of the Telecommunications Industry Ombudsman Scheme (TIO). The TIO acts as an office of last resort and can investigate complaints that service providers have been unable to satisfactorily resolve.