Complaints Policy

Introduction

The company is dedicated to providing excellent customer service and maintaining a healthy customer relationship at all levels. We have a Complaints Policy to ensure all complaints are handled as efficiently and effectively as possible.

As a customer of ours, you are entitled to make a complaint to us. The following outlines our policy and procedures for the handling of verbal and written complaints.

Summary

We want to resolve your complaints as soon as possible. Please call us and we’ll do our best to fix any problems you may be having with our service, as soon as possible.

Our Responsibilities

• To provide an efficient, fair and structured mechanism for handling complaints.
• To provide our customers with access to the complaints handling process, including those customers with disabilities and special needs.
• To keep customers informed as to the progress of their complaint and the expected timeframe for
  resolution.
• Quarterly to review our complaints so that we can improve our standard of customer service.

Handling Your Complaint

• Upon receiving a complaint, we will acknowledge your matter via telephone or in writing within 2 business days.
• If your complaint is urgent, such as where you have been accepted by us as undergoing financial hardship under our financial hardship policy, or where you are receiving Priority Assistance (for example, for medical reasons) we will prioritise your complaint and attempt to resolve it within 2 working days. If we cannot, we will explain why and the reasons for taking longer.
• We will keep you informed of the progress of your complaint, proposed actions and the expected timeframe for resolution.
• Our aim is to resolve complaints in a timely manner and we will generally resolve a matter within 30 calendar days.
• Complex complaints may take longer than 30 calendar days to resolve. In these cases, we will regularly update you on the progress and likely timeframe for resolution.
• We will advise you of the outcome of your complaint. Where you have requested us to do so, we will advise you in writing.
• We may impose a charge for handling your complaint in special circumstances. For example, we may charge you a fee where your complaint requires us to retrieve archived records that are more than 24 months old.
• Making a complaint should normally be free. If we think your complaint requires a charge, we will not impose one without discussion with you. If your complaint is upheld in your favour, and we have charged you complaint handling fees, we will refund you the full amount of the fees charged within 30 days.

Step One

If you have a complaint regarding any aspect of your account or dealings with The company, we urge you to telephone us in the first instance. Our objective is to resolve the vast majority of enquiries or complaints during your first contact with us.

You will be charged at a local rate. If you prefer to put your complaint in writing, we will respond to your letter and will confirm any details in writing if you request us to do so.

You can also make a complaint by using any of the other contact methods on our website, or please ask us if there is any other method you would like to use to send a complaint to us.

Step Two

Complaints made to the company are overseen by our management. After a complaint is made, if it is not immediately resolved, we may need to investigate it. This process may take 15 Business Days, or longer (in which case we will update you with a reason for the delay and the expected timeframe).

Step Three

When your complaint is resolved, we will confirm this with you within 10 business days.

If your complaint is not resolved to your satisfaction by us, and depending on the nature of your complaint, you may refer your complaint to the following outside bodies:

MIO

The Motor Industry Ombudsman (“MIO”) is an alternative dispute resolution scheme for residential and small business consumers in respect of disputes. The MIO can assist you if you have been unable to resolve your complaint with your phone or internet company directly.

The MIO seeks the co-operation of BOTH parties through an alternative dispute resolution process to achieve an outcome that is fair and reasonable.

When should I go to the MIO?

If you have a complaint about our service, the first step you should take is to contact us and try and resolve it directly. Usually the problem can be resolved at this stage. However, if you are unhappy with the resolution of the problem, you can make a complaint to the MIO.

How much does it cost?

The MIO service is free. There is no charge to have a complaint investigated by the MIO.

How do I contact the MIO?

If you don’t speak English, you can call the Commonwealth Government’s Translating and Interpreting Services on 131450 and ask to be put through to the MIO. The MIO pays for the cost of using the interpreter service. The MIO also has fact sheets available in different languages.