We will acknowledge a complaint immediately if raised on the phone or via live chat. Written complaints lodged via our online complaints form will be acknowledged within two business days of receiving it and we will provide you a reference number.
Where possible, our consultant will attempt to resolve your complaint upon first contact. Where they have been unable to do so, your complaint will be escalated to a manager who will take over management of the complaint and resolve your complaint within 10 business days of receiving it, depending on the complexity of your complaint.
We will let you know any reasons for delay and a specific timeframe for resolution. We will keep you updated with the status of your complaint and you may contact us either by phone or by email with your reference number to request a status update.
If our consultant is not able to resolve your concerns, we will refer your complaint to a manager.
We will provide you with a complaint reference number and within 48 hours your complaint will be allocated to a dedicated Customer Relations Case Manager.
Your Case Manager will provide you with their direct contact details. After you have spoken with your Case Manager, if you are not satisfied with our review of your complaint, or with the way in which we have handled the complaint, you can ask the Telecommunications Industry Ombudsman (TIO) for assistance.
If you only want to receive communications that are account related or legally required, you may request not to receive other communications (ie. you may “opt out”). If you wish to make a request to opt-out, you can do so at any time via Live Chat.
