01. Complaints policy

TeleChoice aims to provide you with the best possible service.  If you haven’t received the service you expect, we want you to tell us so that we can get it right.

 

1. How we handle complaints

TeleChoice aims to provide an accessible, easy to use and transparent mechanism for dealing with customer complaints in a timely, courteous and fair manner.

You are entitled to make a complaint and we will work with you to ensure that you are satisfied with the proposed resolution of your complaint before we implement it.

The CEO of TeleChoice, who is responsible for its implementation, operation and compliance with the Telecommunication Consumer Protections Code, endorses the TeleChoice Complaint Handling Policy.  In addition, we have a dedicated Customer Service Manager who directs our complaints handling process and is responsible for its effective and efficient administration.
 

2. Complaint charges

We will not charge you for dealing with your complaint in most instances and we will not 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 charges apply, we will tell you before charging you (and you may choose not to pay and discontinue your complaint).

 

3. How to make a complaint

The best way for you to lodge a complaint is for you to call our Customer Service team on
1300 835 324, 9 AM to 9 PM (AEST) Monday to Friday,9 AM -6 PM Saturday and Sunday (excluding public holidays).

However, you can also make a complaint:

Customer Service Manager
PO Box 5161,
South Melbourne VIC 3205.

TeleChoice aims to ensure that our complaint handling process is available to all customers, including customers and former customers with disabilities, those suffering hardship (such as financial hardship) and those from non-English speaking backgrounds.

If you are ever in need of assistance in preparing, lodging or tracking a complaint please let one of our customer service representatives know when you make contact with us.  

 

4. Assistance with making a complaint

You may appoint an authorised representative to help you make a complaint or to make a complaint on your behalf.  If you wish to authorise a person to represent you, you will need to authorise us to deal with that person.

If you are deaf or have a hearing or speech impairment you can use the services of the National Relay Service http://relayservice.gov.au/ to make a complaint.

If English is not your first language you can use the services of the National Translating and Interpreting Service to make a complaint.

 

5. What happens when you make a complaint?

TeleChoice aims to resolve your complaint in an objective, efficient and fair manner. We will first acknowledge your complaint and then try to resolve it as soon as we can. We will acknowledge your complaint immediately if you complained over the phone and within 2 business days if you have lodged your complaint through any other channel.

Whilst it may not always be possible to resolve your complaint on the first call, for example, because records have to be reviewed or further enquiries have to be made, TeleChoice will aim to resolve your complaint to your satisfaction within 15 working days or within time frames agreed with you. Once we resolve the matter with you, we will aim to complete all steps to deliver that resolution within 10 working days. We will only implement the resolution once it has been accepted by you.

 

6. Urgent complaints

If:

  • you have a complaint and you have applied for or have previously been in hardship under our Financial Hardship policy;

  • disconnection of any of your services is imminent or has occurred in circumstances where you allege or we consider that due process has not been followed;

  • you are a priority assistance customer and the complaint relates to the service for which you receive priority, ​then you should tell us at the time of making your complaint. Your complaint will then be treated as an “Urgent Complaint” and will be escalated to a team leader.

We will attempt to resolve Urgent Complaints within 2 working days. If we are unable to resolve an Urgent Complaint within 2 working days we will let you know the reasons why this is the case.

 

7. What happens if you are not happy with the way in which your Complaint has been handled?

If you are not happy with the way in which the TeleChoice representative with whom you dealt handled your complaint, you can request to speak to our Customer Service Manager.  Where you have raised a matter with our Customer Service Manager, he or she will aim to resolve the complaint as soon as possible and within a reasonable time frame.

If you remain unsatisfied with our handling of your complaint you have the right to ask the Telecommunications Industry Ombudsmen (TIO) to assist.

You can refer a complaint to the TIO at any time, although you will need to speak to us to attempt to resolve the matter prior to taking your complaint to the TIO.

To lodge a complaint with the TIO you can call 1800 062 058 (1800675692 from a TTY handset) or write to:

TIO
PO Box 276
Collins Street West
MELBOURNE VIC 8007

 

8. Tracking Complaints

When you make a complaint, it will be assigned a Case ID number. You can use this number to track the progress of your complaint by contacting our customer service team as per the contact details in the section of this policy entitled “How to make a complaint”.