COMPLAINTS HANDLING



You have a right to complain, and if you do we will deal with your complaint in a fair, efficient, objective manner and through a transparent process. We strive to solve any problems you may have during your first contact with us. Our complaint handling process complies with the requirements of the Telecommunications Consumer Protections Code C628:2012 (TCP Code).

1. Possible Charges
2. Initiating Complaints
3. Complaints Processing
4. Financial Hardship
5. Escalation


1. Possible Charges

OZtell will not charge you for dealing with your complaint in most instances, and we will never charge you without telling you first. We may charge you to recover our costs in very specific circumstances only, i.e. we may charge you where you request information that was collected more than two years ago or where you request information that is not free of charge. If cost recovery charges apply, we will tell you before charging you (and you may of course choose not to pay and discontinue your complaint) and we will inform you about your options for external dispute resolution, e.g. the Telecommunications Industry Ombudsman (TIO).


2. Initiating Complaints

If you wish to complain, please contact us at email address complaints@oztell.com or call us on 1300130118 between 8am to 5pm Monday to Friday (except public holidays). Since this is a toll-free number, if you are calling us from a landline, your call is normally billed at a flat rate by the phone provider through which you used to call us with. Note that calling us from a mobile may be more expensive.


3. Complaints Processing

We will help you formulating, lodging and progressing your complaint if you request this. Of course you can appoint an authorised representative or advocate to make a complaint on your behalf. For help with how to appoint an authorised representative, please download the Authorised Representative Form at http://www.oztell.com/auth_rep.pdf.

We will acknowledge your complaint immediately if you talked to us over the phone, and within 2 working days if you have lodged your complaint through any other channel including where you left a message on our answering machine (e.g. outside our office hours). When we acknowledge your complaint we will give you a unique reference number to enable you to easily follow up on your complaint. We will also give you an indicative timeframe for resolving your complaint. You can follow up on your complaint by sending emails to complaints@oztell.com or calling us on 1300130118, quoting the given reference number.

Our goal is to always fix your problem during your first contact with us. Sometimes this is not possible and we need to investigate the matter. We will then agree with you on how to fix your problem (this may include waiving of fees or other commercial solutions) and advise you accordingly within 15 working days of receiving your complaint. We will advise you in writing if you request this. Occasionally it may take longer than 15 working days to investigate your problem and in this case we will explain why and give you a new expected timeframe. If the delay is more than 10 working days (and is not the result of a Mass Service Disruption) we will also inform you about your options for external dispute resolution such as the TIO.

Once we agreed on how to fix your problem, we will implement all actions required to fix the issue within 10 working days, unless you agreed otherwise or unless you have not done something that we needed you to do and we cannot proceed because of this.


4. Financial Hardship

Your complaint will be treated as urgent if you have applied for being in financial hardship and the issue you are complaining about directly contributes to the financial hardship you are experiencing, or if your service has been disconnected or is about to be disconnected and due process has not been followed, or if you are receiving priority assistance (e.g. because of a severe medical condition) for the service you are complaining about. In this case we will agree with you on how to address the issue and implement all required actions to fix the issue within 2 working days. If there is a delay, we will explain why, provide you with a new expected timeframe, and if it is a longer delay also inform you about your options for external dispute resolution such as the TIO.


5. Escalation

If you receive no satisfaction through complaints@oztell.com, you can request escalation by sending an email to management@oztell.com with the tracking number you got from complaints@oztell.com. The duty manager will assign an escalation enginner (different to the one previously involved with you at complaints@oztell.com) to your case. The duty manager will reply to you after receiving the initial report from the escalation engineer.

If our escalation process cannot resolve your complaint to your satisfaction, you can contact the Telecommunications Industry Ombudsman (TIO) at
    Phone: 1800062058
    Fax: 1800630614
    Online: http://www.tio.com.au/making-a-complaint
The services of the TIO are free of charge.

We will never cancel your service only because you have contacted an external dispute resolution scheme.

© OZtell