Complaint Handling Process – Summary

Our principles:
You have a right to complain, and if you do we will deal with your complaint in a fair, efficient,
objective manner and through a transparent process.
We strive to solve any problems you may have during your first contact with us.
Our complaint handling process complies with the requirements of the Telecommunications
Consumer Protections Code C628:2012 (TCP Code) and responsibility for compliance with the
process lies with our Chief Executive Officer.

Free of charge:
We will not charge you for dealing with your complaint in most instances, and we will never charge
you without telling you first.
We may charge you to recover our costs in very specific circumstances only, i.e. we may charge
you where you request information that was collected more than two years ago or where you
request information that is not free of charge as per our Standard Form Customer Contract or our
Critical Information Summary.
If cost recovery charges apply, we will tell you before charging you (and you may of course choose
not to pay and discontinue your complaint) and we will inform you about your options for external
dispute resolution, e.g. the Telecommunications Industry Ombudsman (TIO).

How to make a complaint?
If you wish to complain, please contact us:
Phone: 07 4168 5789
Fax: 07 4168 5718
We will help you formulating, lodging and progressing your complaint if you request this.
Of course you can appoint an authorised representative or advocate to make a complaint on your
behalf. For help with how to appoint an authorised representative, please refer to our website.

What we will do:
We will acknowledge your complaint immediately if you complained in person or talked to us over
the phone, and within 2 working days if you have lodged your complaint through any other
channel including where you left a message on our answering machine (e.g. outside our office
When we acknowledge your complaint we will give you a unique reference number or similar to
enable you to easily follow up on your complaint. We will also give you an indicative timeframe for
resolving your complaint. You can follow up on your complaint by calling us at the above number.
…And Solve
Our goal is to always fix your problem during your first contact with us.
Sometimes this is not possible and we need to investigate the matter. We will then agree with you
on how to fix your problem (this may include waiving of fees or other commercial solutions) and
advise you accordingly within 15 working days of receiving your complaint. We will advise you in
writing if you request this.
Occasionally it may take longer than 15 working days to investigate your problem and in this case
we will explain why and give you a new expected timeframe.
If the delay is more than 10 working days (and is not the result of a Mass Service Disruption) we
will also inform you about your options for external dispute resolution such as the TIO.
Once we agreed on how to fix your problem, we will implement all actions required to fix the issue
within 10 working days, unless you agreed otherwise or unless you have not done something that
we needed you to do and we cannot proceed because of this.

What if your complaint is urgent?
Your complaint will be treated as urgent
 if you have applied for being in financial hardship under our Financial Hardship Policy and
the issue you are complaining about directly contributes to the Financial Hardship you are
experiencing, or
 if your service has been disconnected or is about to be disconnected and due process has
not been followed, or
 if you are receiving Priority Assistance (e.g. because of a severe medical condition) for the
service you are complaining about.
In this case we will agree with you on how to address the issue and implement all required actions
to fix the issue within 2 working days. If there is a delay, we will explain why, provide you with a
new expected timeframe, and if it is a longer delay also inform you about your options for external
dispute resolution such as the TIO.

If you are unhappy with our efforts:
If you tell us that you are not satisfied with the complaint timeframes, its progress or the outcome
or if you tell us your complaint ought to be treated as urgent, we will escalate your complaint
internally. If you are still dissatisfied, we will inform you about your options for external dispute
resolution such as the TIO.
We will never cancel your service only because you have contacted an external dispute resolution

Telecommunications Industry Ombudsman (TIO)
We encourage you to always contact us first if you experience any problem or are unhappy. We will
do our best to solve your problem during our first contact.
You can contact the TIO as follows:
Phone: 1 800 062 058
Fax: 1 800 630 614
The services of the TIO are free of charge.