Home > Complaint Handling Policy
We have implimented a Complaint Handling Process which is free of charge, focused on you and easy to use, is approved by and under the direction of our senior management as required by C628:2013.
You must first contact our customer service staff by either telephone or by email in order to resolve your issue. If your issue is not related to a fault lodged with an upstream carrier, you may escalate the issue to a Complaint if it has not been resolved within five (5) business days so as to give us a reasonable opportunity to address your issue.
If a fault is lodged for your service with an upstream carrier, you must wait for the resolution of this fault or ten (10) business days (which ever occurs first) before you may escalate your issue to a Complaint so as to give us a reasonable opportunity to address your issue.
In the event you have an urgent issue which requires immediate resolution, you may lodge a Complaint at any time earlier setting out the proper grounds as to why your Complaint ought to be treated as urgent. The urgency of your Complaint will be assessed on the basis of relevant legislation, industry codes, industry norms and processes, the type of service you have purchased, what can practically be done quicker and what is fair and reasonable.
You must lodge your Complaint, in writing, by email to firstname.lastname@example.org.
In the event that you do not have access to email, you may lodge your complaint in writing by letter or fax.
Lodging complaints in writing makes tracking correspondance easier for all parties and is therefore the preferred method to facilitate a transparent and comprehensively consumer focused outcome.
In the event you are unable as a result of issues related to accessibility, you may lodge a complaint by telephone.
In order to comply with our record keeping obligations under C628:2012 part 8, if you lodge a complaint by telephone, your telephone call must be recorded. In the event you refuse for your telephone call to be recorded, you will be asked to instead lodge your complaint in writing.
Included in your complaint must be the following information:
If you are acting on behalf of a customer, your Complaint will not be accepted unless the Complaint is accompanied by a completed Appointment of Authorised Representitive form.
We will acknowledge your complaint within two (2) business days of the receipt of the complaint. At the time of the acknowledgement, we:
The particulars of your complaint will be discussed with you in writing by email, and where necessary, by telephone contact, which will at all times be recorded. As part of the Complaint, you will be advised how you can monitor the progress of the Complaint.
A resolution on your complaint will be provided within ten (10) business days from the date of complaint lodgment. If your complaint is related to a fault with an upstream carrier, the resolution time may take longer, such as up to an additional ten (10) working days. If this is the case, we will advise you accordingly including any relevant additional information we are required to by law such as external avenues for dispute resolution.
If you are dissatisfied with your resolution or there has been undue delay in providing you with a resolution, you may seek to resolution of the dispute via external means such as lodging a claim in the Local Court or lodging a complaint with the Telecommunications Industry Ombudsman (TIO).
The Telecommunications Industry Ombudsman (TIO) is a private company that makes money through providing an alternate dispute resolution service. It is authorised by law to request private information about consumers from carriage service providers. It is not a government organisation and has no power to direct infrastructure providers such as Telstra or Optus to perform any act such as repair lines or upgrade exchanges, base stations, backhaul or other infrastructure. Information on the jurisdiction for dispute resolution can be read here >>.
You are required by law to make a reasonable attempt to resolve your complaint with us prior to lodging a complaint.
As required by law, the TIO will refuse to accept a complaint and you will be referred back to us if you have not followed or in any way attempted to circumvent our complaints handling process and therefore not give us a reasonable opportunity to resolve your complaint.