{"id":1317,"date":"2024-10-30T00:35:02","date_gmt":"2024-10-30T00:35:02","guid":{"rendered":"https:\/\/smashpartner.services\/?page_id=1317"},"modified":"2024-10-30T01:51:28","modified_gmt":"2024-10-30T01:51:28","slug":"5-customer-complaints-policy","status":"publish","type":"page","link":"https:\/\/smashpartner.services\/?page_id=1317","title":{"rendered":"5) Customer Complaints Policy"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"1317\" class=\"elementor elementor-1317\" data-elementor-post-type=\"page\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-43721498 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"43721498\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-2e29297d\" data-id=\"2e29297d\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-6688df4f elementor-widget elementor-widget-heading\" data-id=\"6688df4f\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Customer Complaints Policy<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3ebf2b3a elementor-widget elementor-widget-spacer\" data-id=\"3ebf2b3a\" data-element_type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-42656644 elementor-widget-tablet__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"42656644\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<section data-id=\"46a93a5\" data-element_type=\"section\"><div style=\"width: 1140px;\" data-id=\"2a0f511\" data-element_type=\"column\"><div style=\"width: 1140px;\"><div style=\"gap: var(--gap); width: 1120px; margin-block-end: 0px;\" data-id=\"1ee2c6b\" data-element_type=\"widget\" data-widget_type=\"heading.default\"><div style=\"transition: background 0.3s,border 0.3s,border-radius 0.3s,box-shadow 0.3s,transform var(--e-transform-transition-duration,0.4s);\"><p style=\"font-weight: 400; caret-color: #252525; color: #252525; font-family: 'Futura PT', 'Futura PT';\">We provide excellent customer service. Our complaints handling process aims to ensure all complaints are handled fairly and effectively.<\/p><p style=\"font-weight: 400; caret-color: #252525; color: #252525; font-family: 'Futura PT', 'Futura PT';\">We will:<\/p><ul style=\"font-weight: 400; font-size: 16px; background-image: none; background-color: #ffffff; caret-color: #252525; color: #252525; font-family: 'Futura PT', 'Futura PT';\"><li style=\"font-size: 16px; background-image: none; background-color: #ffffff;\">provide a quick, fair and structured mechanism for handling customer complaints<\/li><li style=\"font-size: 16px; background-image: none; background-color: #ffffff;\">keep customers informed about the progress of their complaint and the expected timeframe for resolution<\/li><li style=\"font-size: 16px; background-image: none; background-color: #ffffff;\">inform customers about their options for external dispute resolution (e.g., the Telecommunications Industry Ombudsman)<\/li><li style=\"font-size: 16px; background-image: none; background-color: #ffffff;\">regularly review our complaints handling process to improve our standard of customer service<\/li><\/ul><p><span style=\"color: #252525; font-family: Futura PT, Futura PT;\"><span style=\"caret-color: #252525;\">\u00a0<\/span><\/span><\/p><h2 style=\"font-weight: 400;\"><span style=\"color: #45287e; font-family: Futura PT, Futura PT;\"><span style=\"caret-color: #45287e;\">How to make a complain?<\/span><\/span><\/h2><p style=\"font-size: 16px; caret-color: #252525; color: #252525; font-family: 'Futura PT', 'Futura PT';\">Please call our customer service on 1800 762 741 between 09:00 \u2013 17:00 (AEST) Monday to Friday, to discuss your complaint as soon as possible. You can also make a complaint by using any of the contact methods on our website.<\/p><p style=\"font-size: 16px; caret-color: #252525; color: #252525; font-family: 'Futura PT', 'Futura PT';\">You can choose to have an authorised representative or advocate to make a complaint on your behalf. For help on how to appoint an authorised representative.<\/p><p style=\"font-size: 16px; caret-color: #252525; color: #252525; font-family: 'Futura PT', 'Futura PT';\"><span style=\"color: #45287e; font-family: var( --e-global-typography-text-font-family ), Sans-serif; font-size: 1rem;\">\u00a0<\/span><\/p><h2 style=\"font-weight: 400;\"><span style=\"color: #45287e; font-family: Futura PT, Futura PT;\"><span style=\"caret-color: #45287e;\">Free of charge<\/span><\/span><\/h2><div><p style=\"caret-color: #252525; color: #252525; font-family: 'Futura PT', 'Futura PT';\">Making a complaint is generally free. We may only charge you a fee in specific circumstances and we will not impose a fee without discussing this with you.<\/p><p style=\"caret-color: #252525; color: #252525; font-family: 'Futura PT', 'Futura PT';\">We may charge you a fee where your complaint requires us to retrieve archived records that are more than 2 years old, or where you ask us for information that is not free under our Standard Form of Agreement or Information Summaries. You can choose not to pay the fee and discontinue your complaints. If we resolve your complaints in your favour we will refund you the full amount of any fees charged within 30 days.<\/p><p style=\"caret-color: #252525; color: #252525; font-family: 'Futura PT', 'Futura PT';\"><span style=\"color: #45287e; font-family: var( --e-global-typography-text-font-family ), Sans-serif; font-size: 1rem;\">\u00a0<\/span><\/p><h2 style=\"font-weight: 400;\"><span style=\"color: #45287e; font-family: Futura PT, Futura PT;\"><span style=\"caret-color: #45287e;\">What happens next<\/span><\/span><\/h2><p style=\"font-size: 16px; caret-color: #252525; color: #252525; font-family: 'Futura PT', 'Futura PT';\"><span style=\"color: #000000;\">Upon receiving your complaint, we will confirm that we are investigating your complaint by telephone or\u00a0<span style=\"font-family: var( --e-global-typography-text-font-family ), Sans-serif; font-size: 1rem;\">writing within 2 working days. [We will give you a reference number (or similar) to allow you to easily follow up\u00a0<\/span><span style=\"font-family: var( --e-global-typography-text-font-family ), Sans-serif; font-size: 1rem;\">on your complaint].<\/span><\/span><\/p><p style=\"font-size: 16px; caret-color: #252525; color: #252525; font-family: 'Futura PT', 'Futura PT';\"><span style=\"color: #000000;\">If your complaint is urgent, such as if you are undergoing financial hardship under our Financial Hardship Policy,\u00a0<span style=\"font-family: var( --e-global-typography-text-font-family ), Sans-serif; font-size: 1rem;\">if your service is about to be disconnected, or if you are receiving Priority Assistance for the service (e.g., for\u00a0<\/span><span style=\"font-family: var( --e-global-typography-text-font-family ), Sans-serif; font-size: 1rem;\">medical reasons), we will prioritise your complaint and aim to resolve it within 2 working days. If we cannot, we\u00a0<\/span><span style=\"font-family: var( --e-global-typography-text-font-family ), Sans-serif; font-size: 1rem;\">will explain the reasons why it is taking longer to you.<\/span><\/span><\/p><p style=\"font-size: 16px; caret-color: #252525; color: #252525; font-family: 'Futura PT', 'Futura PT';\"><span style=\"color: #000000;\">If we cannot resolve your complaint immediately, we may need to investigate it. We will keep you informed of\u00a0<span style=\"font-family: var( --e-global-typography-text-font-family ), Sans-serif; font-size: 1rem;\">the progress of your complaint, proposed actions, and the expected timeframe for resolution.<\/span><\/span><\/p><p style=\"font-size: 16px; caret-color: #252525; color: #252525; font-family: 'Futura PT', 'Futura PT';\"><span style=\"color: #000000;\">We will generally investigate and resolve your matter within 15 working days. Complex complaints may take\u00a0<span style=\"font-family: var( --e-global-typography-text-font-family ), Sans-serif; font-size: 1rem;\">longer than 15 working days to resolve. In this case, we will keep you updated on the reason for the delay and the\u00a0<\/span><span style=\"font-family: var( --e-global-typography-text-font-family ), Sans-serif; font-size: 1rem;\">likely timeframe for resolution. If the anticipated delay is longer than a further 10 working days and is not the\u00a0<\/span><span style=\"font-family: var( --e-global-typography-text-font-family ), Sans-serif; font-size: 1rem;\">result of a declared mass service disruption, we will advise you of your options for external dispute resolution\u00a0<\/span><span style=\"font-family: var( --e-global-typography-text-font-family ), Sans-serif; font-size: 1rem;\">including the Telecommunications Industry Ombudsman. We will always advise you of the outcome of your\u00a0<\/span><span style=\"font-family: var( --e-global-typography-text-font-family ), Sans-serif; font-size: 1rem;\">complaint. [Where we need to fix your problem, we will agree with you on how this will be done]. Where you\u00a0<\/span><span style=\"font-family: var( --e-global-typography-text-font-family ), Sans-serif; font-size: 1rem;\">have requested us to do so, we will advise you in writing.<\/span><\/span><\/p><p style=\"font-size: 16px; caret-color: #252525; color: #252525; font-family: 'Futura PT', 'Futura PT';\"><span style=\"color: #45287e; font-family: var( --e-global-typography-text-font-family ), Sans-serif; font-size: 1rem;\">\u00a0<\/span><\/p><h2 style=\"font-weight: 400;\"><span style=\"color: #45287e; font-family: Futura PT, Futura PT;\"><span style=\"caret-color: #45287e;\">If you are unhappy with our complaints handling process<\/span><\/span><\/h2><div><section data-id=\"43057da\" data-element_type=\"section\"><div><div style=\"--flex-direction: initial; --flex-wrap: initial; --justify-content: initial; --align-items: initial; --align-content: initial; --gap: initial; --flex-basis: initial; --flex-grow: initial; --flex-shrink: initial; --order: initial; --align-self: initial; --swiper-theme-color: #000; --swiper-navigation-size: 44px; --swiper-pagination-bullet-size: 6px; --swiper-pagination-bullet-horizontal-gap: 6px; --widgets-spacing: 0% 0%; width: 1140px;\" data-id=\"1ef2fa7\" data-element_type=\"column\"><div style=\"width: 1140px;\"><div style=\"--flex-direction: initial; --flex-wrap: initial; --justify-content: initial; --align-items: initial; --align-content: initial; --gap: initial; --flex-basis: initial; --flex-grow: initial; --flex-shrink: initial; --order: initial; --align-self: initial; gap: var(--gap); --swiper-theme-color: #000; --swiper-navigation-size: 44px; --swiper-pagination-bullet-size: 6px; --swiper-pagination-bullet-horizontal-gap: 6px; --widgets-spacing: 0% 0%; width: 1120px;\" data-id=\"dd3f5e1\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\"><div style=\"transition: background 0.3s,border 0.3s,border-radius 0.3s,box-shadow 0.3s,transform var(--e-transform-transition-duration,0.4s);\"><p>If you are not satisfied with our response to your complaint, you may ask us to escalate your complaint to our\u00a0<span style=\"font-family: var( --e-global-typography-text-font-family ), Sans-serif; font-size: 1rem;\">senior management team. We will also inform you about external dispute resolution options, for example, the\u00a0<\/span><span style=\"font-family: var( --e-global-typography-text-font-family ), Sans-serif; font-size: 1rem;\">Telecommunications Industry Ombudsman.<\/span><\/p><\/div><\/div><\/div><\/div><\/div><\/section><div style=\"transition: background 0.3s,border 0.3s,border-radius 0.3s,box-shadow 0.3s,transform var(--e-transform-transition-duration,0.4s);\">\u00a0<\/div><section data-id=\"ff8c9ce\" data-element_type=\"section\"><h2 style=\"font-weight: 400;\"><span style=\"color: #45287e; font-family: Futura PT, Futura PT;\"><span style=\"caret-color: #45287e;\">Telecommunications Industry Ombudsman<\/span><\/span><\/h2><div><p style=\"caret-color: #252525; color: #252525; font-family: 'Futura PT', 'Futura PT';\"><span style=\"color: #000000;\">We encourage you to contact us first if you are unhappy with your services from us. Alternatively, the\u00a0<span style=\"font-family: var( --e-global-typography-text-font-family ), Sans-serif; font-size: 1rem;\">Telecommunications Industry Ombudsman (TIO) provides a free dispute resolution scheme for residential and\u00a0<\/span><span style=\"font-family: var( --e-global-typography-text-font-family ), Sans-serif; font-size: 1rem;\">small business telecommunication consumers. You can contact the TlO by:<\/span><\/span><\/p><p style=\"caret-color: #252525; color: #252525; font-family: 'Futura PT', 'Futura PT';\">Phone: 1800 062 058<\/p><p style=\"caret-color: #252525; color: #252525; font-family: 'Futura PT', 'Futura PT';\">Fax: 1800 630 614<\/p><p style=\"caret-color: #252525; color: #252525; font-family: 'Futura PT', 'Futura PT';\">Online: <span style=\"color: #45287e;\"><a style=\"color: #45287e;\" href=\"http:\/\/www.tio.com.au\/making-a-complaint\"><span style=\"text-decoration: underline;\">http:\/\/www.tio.com.au\/making-a-complaint<\/span><\/a><\/span><\/p><\/div><\/section><\/div><\/div><\/div><\/div><\/div><\/div><\/section>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Customer Complaints Policy We provide excellent customer service. Our complaints handling process aims to ensure all complaints are handled fairly and effectively. We will: provide a quick, fair and structured mechanism for handling customer complaints keep customers informed about the progress of their complaint and the expected timeframe for resolution inform customers about their options [&hellip;]<\/p>\n","protected":false},"author":4,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-1317","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/smashpartner.services\/index.php?rest_route=\/wp\/v2\/pages\/1317","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/smashpartner.services\/index.php?rest_route=\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/smashpartner.services\/index.php?rest_route=\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/smashpartner.services\/index.php?rest_route=\/wp\/v2\/users\/4"}],"replies":[{"embeddable":true,"href":"https:\/\/smashpartner.services\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=1317"}],"version-history":[{"count":7,"href":"https:\/\/smashpartner.services\/index.php?rest_route=\/wp\/v2\/pages\/1317\/revisions"}],"predecessor-version":[{"id":1429,"href":"https:\/\/smashpartner.services\/index.php?rest_route=\/wp\/v2\/pages\/1317\/revisions\/1429"}],"wp:attachment":[{"href":"https:\/\/smashpartner.services\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=1317"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}