Complaint Handling Policy
January 31, 2019 12:10 pmIntroduction
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 does not include an initial call to request information or support or to report a fault or service difficulty unless a consumer advises that they want that call treated as a complaint, and does not include an issue that is the subject of legal action.
Types of Complaints
Complaints are classified into different categories. Some complaints will be considered urgent, which means we will attempt to resolve them within two business days.
Urgent Complaints include:
- where the complainant has (or is living with someone who has) a diagnosed life-threatening medical condition, and whose life may be at risk without access to the relevant service;
- where the complainant has had their service disconnected due to an internal error; and
- where the complainants has come under Activ8me’s financial hardship policy and then raised a complaint.
Complaints Handling Process
We will endeavour to resolve your complaint at the time it is raised with us, however, some situations require further assessment. A summary of the process is as follows:
- Receipt and Acknowledgement – we will acknowledge your complaint immediately if received by telephone or in-store, and if received by other methods, within 2 working days of receipt.
- Initial Assessment and Investigation – we will use our best efforts to resolve your complaint at first contact, will 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 – we will provide confirmation of a proposed resolution of a complaint within 15 working days of receipt, or provide you with updates if this is not possible.
- Implementation of Agreed Resolution and Closing Complaints – we will complete all necessary actions to implement a proposed resolution within 10 working days of your acceptance of the resolution, except in certain circumstances.
What happens if you’re not happy with the outcome and external dispute resolution
If you have first raised your complaint with us and are not happy with the way your complaint was addressed after following our complaint handling process, you can:
- Make a complaint to the Telecommunications Industry Ombudsman (TIO)
- 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 will assist you when you require help with formulating, making and on the progress of the complaint. We can provide you with a unique reference number to enable you monitor the progress of your complaint.
You can lodge a complaint in any of the below options.
- Phone: 13 22 88 Weekdays 8am – 8pm, Weekends 8am – 5pm
- Email: complaints@activ8me.net.au
- Online: www.activ8me.net.au/policy/complaint-handling-policy
- Fax: 03 9484 3875
- Post:
Activ8me Customer Care Centre, Complaints Department,
279 Dundas Street,
Preston Vic 3072 - Non-English-Speaking customers: please call the Government Interpreter Service Line on 131 450
- If you have a disability and need help to make a complaint or you need help understanding our process please call the National Relay Service on 133 677
- For financial hardship please see how hardship policy – www.activ8me.net.au/policy/payment-assistance-policy
