Customer Complaints Policy Summary

Introduction:

The company is dedicated to providing excellent customer service and maintaining a healthy customer relationship at all levels from CEO down. 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 will review and resolve your complaints as soon as possible. Please call our customer service 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.
• To keep customers informed as to the progress of their complaint and the expected timeframe for resolution.
• Review content on our site that may be illegal or violates our standards.
• 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, where your service is about to be disconnected, 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 resolve a matter within 7 business days. In the event there is evidence of illegal content, it will be removed immediately and the Acquirer(s) will be notified of the event.
• 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, you will be charged within 7 business days. 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 7 days.

Step One:

If you have a complaint regarding any aspect of your account or dealings with The company, we urge you to telephone our Customer Service 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.

If you like, you can appoint an authorised representative or an advocate to interact with us on your behalf.

Please see our website for a procedure and form to appoint an authorised representative or advocate. When you discuss your complaint with us, we can assist you to clarify and formulate the complaint.

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 customer service management. After a complaint is made, if it is not immediately resolved, we need to review and investigate it. This process may take 7 Business Days.

If you are not satisfied with the response tendered to you, you may ask Customer Service Management to escalate your complaint to senior management directly. If so, we will try to make a senior management representative available to address the complaint as soon as possible (depending on availability).

Step Three:

When your complaint is resolved, we will confirm this with you within 7 business days.

Contact Information

If you have any questions about this privacy policy or our information-handling practices, please contact us at [email protected].