How to lodge a complaint
Activ8me takes all customer complaints seriously, and we undertake to do our best to resolve them as quickly and effectively as possible. This policy outlines our processes for handling complaints.
Phone: 1300 760 219 Weekdays 8am – 8pm, weekends 8am – 6pm.
Fax: 03 9484 3875
Post: Activ8me Customer Care Centre, Complaints Department, Level 2, Building 2, 13A Albert 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.
Please note: to avoid any misunderstanding please make it clear at the beginning of your call, email, fax or letter that you wish to make a complaint.
If you have (or are living with someone who has) a diagnosed life-threatening medical condition, and whose life may be at risk without access to the relevant service, please make this clear when you make your complaint. We will classify your complaint as urgent and will deal with the issue as a priority.
Who can make a complaint
Anyone has the right to make a complaint and we are committed to swift and fair resolution of all complaints. Some complaints we will classify as “urgent”, these are usually around the loss of service, a medical issue as above or financial hardship. We will deal with these as a priority and aim to resolve them within 2 business days.
How we resolve a complaint
We will always attempt to resolve any complaint at the first point of contact, by ensuring our customer care centre are trained to understand potential remedies available to resolve the complaint but if this is not possible we will escalate to management to investigate further. When a complaint is escalated we will endeavour to resolve it within 15 business days of the escalation or within 2 business days of the escalation if the complaint is urgent. If the issue is complex we may need extra time to resolve it but we will advise you of this and our reasons why.