Contact ConnectWise Travel Hub
We are an online information service and advisory platform dedicated to helping you understand and choose the right eSIM for your international travel needs. Your inquiries are important to us.
Reach Out to Us
General Inquiries
- Email:
- [email protected]
- Phone:
- +61 2 8006 0303
- Address:
- Sydney, Australia (Online Service)
Please note: This is not an emergency service. For urgent connectivity issues or technical problems with an active eSIM, we recommend contacting your specific eSIM provider or mobile carrier directly for immediate assistance. Our service focuses on providing information and guidance.
Send Us a Message
Complaints and Escalation Process
ConnectWise Travel Hub is committed to providing accurate and helpful information. If you have concerns about our services, content, or any aspect of your experience with us, please follow the procedure outlined below.
- Initial Complaint Submission
-
All complaints should be submitted in writing via email to [email protected]. Please include "Complaint" in the subject line to ensure proper routing. Your email should contain:
- Your full name and contact details (email and phone number).
- A detailed description of the issue, including relevant dates, times, and any specific content or interaction that is the subject of the complaint.
- Any supporting documentation or screenshots that may assist in our investigation.
- The specific outcome or resolution you are seeking.
- Investigation and Resolution Timeframe
- Upon receiving your complaint, a dedicated team member will conduct a thorough investigation. We endeavor to provide a substantive response and, where applicable, a proposed resolution within 10 business days. Complex issues may require additional time, in which case we will inform you of the expected delay and provide regular updates.
- Escalation Procedure
- If you are not satisfied with the initial resolution, you may escalate your complaint. To do so, please reply to the resolution email within 7 business days, stating your dissatisfaction and providing reasons. Your complaint will then be reviewed by a senior manager, who will provide a final response within an additional 7 business days. This constitutes the final stage of our internal complaints process.
Our objective is to resolve all complaints fairly and efficiently, maintaining transparency throughout the process. Your feedback is crucial for our continuous improvement.