Contact ConnectWise Travel Hub

This page outlines the primary methods for communicating with ConnectWise Travel Hub regarding our eSIM advisory services. We aim to provide clear channels for inquiries, support requests, and feedback.

Direct Contact Information

Email Support:

For general inquiries, detailed support requests, or feedback, please email us. We endeavor to respond to all email communications within two business days.

[email protected]

Telephone Support:

Our telephone line is available for urgent inquiries that cannot be adequately addressed via email. Please note that detailed technical support or complex advisory requests are often better handled through email for comprehensive record-keeping and resource allocation.

+61 2 8015 7493

Operating hours: Monday - Friday, 09:00 - 17:00 AEST (Australian Eastern Standard Time).

Physical Address:

Our administrative office is located at:

Level 8, 201 Kent Street,
Sydney, NSW 2000,
Australia

Please note that this is an administrative office and not a walk-in service center.

Send Us an Inquiry

Utilize the form below for structured inquiries. This ensures all necessary information is captured for efficient processing. Please provide as much detail as possible to assist us in providing an accurate and timely response.

Complaints and Escalation Procedure

We are committed to providing high-quality advisory services. If you believe our service has fallen short of your expectations or if you have a complaint, please follow the procedure outlined below.

Initial Complaint Submission:

All formal complaints should be submitted in writing via email to [email protected]. Please include the following information to facilitate a thorough investigation:

• Your full name and contact details.
• A detailed description of the complaint, including relevant dates and times.
• Any specific individuals involved, if applicable.
• Desired outcome or resolution.
• Any supporting documentation (e.g., screenshots, previous correspondence).

Response Timeframe:

Upon receipt of your complaint, we will send an acknowledgment within 1 business day. We aim to provide a substantive response and resolution, where possible, within 5 business days. For complex issues, we may require additional time and will keep you informed of the progress.

Escalation Process:

If you are not satisfied with the initial resolution, you may request an escalation of your complaint. This request should be made in writing, outlining why the initial resolution was unsatisfactory, and sent to the same email address: [email protected], clearly stating "Complaint Escalation" in the subject line. Your complaint will then be reviewed by a senior member of our team, who will conduct an independent assessment and communicate their findings and resolution within 10 business days of the escalation request.