support
how to get help
all support happens online. no phone line, no hold music — just fast answers through the app and help articles.
in-app chat
open the sprfst app and tap support. live agents, no bots. available 8am–10pm AEST every day.
average first response under five minutes during business hours.
help articles
our help centre covers setup, troubleshooting, billing, and account management.
written by the same team that answers chat. updated when things change.
status page
real-time and historical uptime at status.sprfst.com.au.
incidents are posted as they happen, not after the fact.
why no phone support?
running a call centre is expensive — staff, equipment, real estate, and the infrastructure to route calls. those costs get passed to customers. by moving all support to in-app chat and articles, we cut that overhead significantly and pass the saving into lower plan prices.
the other reason: chat support is faster for most problems. you can send screenshots, paste error messages, and keep a written record of what was resolved. it also works at 11pm when call centres are closed.
what counts as urgent?
if you have no internet access and it's affecting something time-critical, open a chat immediately (available 8am–10pm AEST). if it's outside hours, check the status page first — if there's a network-wide issue, it'll be posted there with an ETA.
for emergencies where internet access is life-critical, we strongly recommend having a mobile data backup. we don't operate a monitored emergency line.
complaints
if you're not satisfied with a support outcome, you can escalate via the app to our complaints team. under the Telecommunications Consumer Protections (TCP) Code, we're required to respond to formal complaints within 2 business days and resolve them within 15 business days.
if we can't resolve your complaint, you can contact the Telecommunications Industry Ombudsman (TIO) at no cost.
get the app
the sprfst app is where you manage your account, view usage, pay bills, and access support chat. available for iOS and Android.
app store links available at launch.