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Help and Support

Our help desk is based in Australia

Complaint Handling Policy

Introduction

The following is a summary of our Complaint Handling Policy. You can access the full policy here: Download Full Complaint Handling Policy.

This policy outlines our process for handling complaints for existing and former customers who are covered by the Telecommunications Consumer Protections Code.

What is a Complaint?

A complaint is any expression of dissatisfaction made to us by a consumer in relation to products and services or the way we’ve managed a complaint, where a response or resolution is explicitly or implicitly expected by the consumer.

It doesn’t include an initial call to request information, support, to report a fault or service difficulty, unless you advise you want the call treated as a complaint. The issue cannot be the subject of legal action.
This Policy does not apply to Network Outage Complaints, this is covered by our Network Outage Complaint Handling Policy.

Urgent Complaints

Some complaints are classed as urgent, which means we’ll attempt to resolve them within two business days.

Urgent Complaints are situations where:

  • You have (or are living with someone who has) a diagnosed life-threatening medical condition, whose life may be at risk without access to the relevant service,
  • Where you will or have had your service disconnected due to an internal error; and/or
  • You have made an application for Payment Assistance and then raised a complaint.

Complaints Handling Process

We’ll endeavour to resolve your complaint at the time it’s raised to us, or if this isn’t possible, as soon as possible and in a manner that best suits your needs.

Some situations, however, require further assessment.

A summary of the process is as follows:

  • Receipt and Acknowledgement – we’ll acknowledge your complaint immediately if received by telephone and if received by other methods (such as email or post), within 2 working days.
  • Initial Assessment and Investigation – we’ll use our best efforts to resolve your complaint at first contact, investigate your complaint in a manner consistent with the seriousness of the complaint and endeavour to tailor any remedy offered to you to address the main cause.
  • Response to Complaint and Proposed Resolution – for non-urgent complaints, we’ll provide a proposed resolution within 10 working days or provide you with updates if this isn’t possible.
  • Implementation of Agreed Resolution and Closing Complaints – we’ll complete all necessary actions to implement a proposed resolution within 5 working days of your acceptance of the resolution, except in certain circumstances.
  • Confirmation of Resolution – we’ll provide you with written confirmation that the resolution has been implemented and your complaint has been resolved.

If your complaint isn’t resolved within 30 calendar days from the date we received it, and we have not already done so, we’ll inform you of your right to escalate the matter to the Telecommunications Industry Ombudsman (TIO). This will be provided no later than the next working day after the 30-day period has ended.

If you’re not satisfied with how we have handled your complaint at any stage, you have the right to contact the TIO, which is a free and independent dispute resolution service for telecommunications consumers.

You can lodge a complaint with the TIO by visiting www.tio.com.au or calling 1800 062 058.

For broader telecommunications issues that may fall outside of the jurisdiction of the TIO, you can contact the Australian Communication and Media Authority (ACMA)

For trade practices issues, you can contact the Australian Competition and Consumer Commission (ACCC).

How to lodge a complaint

We can assist you if you require help formulating, making and/or getting updates on the progress of your complaint. When you lodge a complaint, you’ll receive a unique reference number to enable you monitor the progress of your complaint. You can quote this reference number when speaking with us.
You can lodge a complaint in any of the below options.

  • Phone 13 22 88 (Weekdays 8am – 8pm, Weekends 8am – 5pm AEST/AEDT Vic time)
  • Email complaints@activ8me.net.au
  • Online using the form below
  • Post
    Activ8me Complaints Department,
    279 Dundas Street,
    Preston Vic 3072
  • Non-English-Speaking customers can call the Government Interpreter Service Line on 131 450 for assistance raising a complaint
  • If you have a disability and need help to make a complaint or understanding our process, please call the National Relay Service on 133 677
  • Individuals who are deaf or hard of hearing can also use the National Relay Service to communicate their complaint by calling 133 677
  • For payment assistance, please see our Payment Assistance Policy which can be found here: www.activ8me.net.au/policy/payment-assistance-policy

COMPLAINT APPLICATION FORM

*All fields required

I wish to make a formal complaint against Australian Private Networks (Activ8me).

  1. Only an Activ8me customer, their Authorised Representative, or an Advocate may submit this application
  2. If an Authorised Representative or an Advocate is submitting this application on behalf of an Activ8me customer, please provide your name, contact details and relationship to our customer in the Details of Complaint box
  3. Refer to the Activ8me Complaint Policy for any further information Download Full Complaint Handling Policy

Speak with one of our Australian based Home Internet Experts today.

Call us on 13 22 88 Mon – Fri: 8am to 8pm AEST/AEDT (Vic time)
Sat: 8am to 5pm AEST/AEDT (Vic time)
Call us on 13 22 88