Complaints Policy

Introduction

As a customer orientated organisation dedicated to the satisfaction of its customers, TELEUS Pty Ltd has compiled a Complaints Policy so as to ensure all complaints are handled as efficiently and effectively as possible.The following outlines our policy and procedures for the handling of verbal and written complaints. This Policy is compliant with the ACIF Industry Code on Complaint Handling.

Our Responsibilities

• TELEUS will provide an efficient, fair and structured mechanism for handling complaints.
• To provide our customers with access to the complaints handling process, including those customers with disabilities and Special needs.
• TELEUS will keep customers informed as to the progress of their complaint and the expected time frame for resolution.
• We will regularly review our complaints so that we can improve our standard of customer service.
• Whilst an investigation into a matter is taking place, we will not demand payment of genuinely disputed amounts.

Lodging a complaint

If you have a complaint regarding any aspect of your account or dealings with TELEUS, we urge you to telephone

Customer Service in the first instance on 1300 939 717. Our Consultant will give you their name so you know with whom you are speaking.

Our objective is to resolve the vast majority of enquiries of complaints during your first contact with us. You will be charged at a local call rate.

If you prefer to put your complaint in writing, we will respond to your letter by telephone and will confirm any details in writing if you request us to do so.

A verbal or written acknowledgement of your written complaint will be made within five (5) working days after receiving your letter or email.

Should you not be satisfied with the response tendered to you, your complaint can be escalated to the Customer Operations Disputes team. You can forward your correspondence via mail to:

Customer Operations Disputes Team

TELEUS Pty Ltd
PO Box 7738
St Kilda Road  Vic  8004
Phone: 1300 939 717
Alternatively, you can email your matter to them at info@teleus.com.au

Complaints Policy

Complaints made to TELEUS are overseen by the Compliance Group. This area is committed to supporting the above areas and carrying out reviews of policy and process. The Compliance Group will attend to matters that have not been resolved within the complaints process.

Handling your complaint

• Upon receiving a verbal or written complaint, we will acknowledge your matter via telephone or in writing within 5 business days.
• We will keep you informed of the progress of your complaint, proposed actions and the expected time frame for resolution.
• Our aim is to resolve complaints in a timely manner and we will generally resolve a matter within 30 calendar days.
• Complex complaints may take longer than 30 calendar days to resolve. In these cases, we will regularly update you on the progress and likely time frame for resolution.
• We will advise you of the outcome of your complaint. Where you have requested us to do so, we will advise you in writing.
• We may impose a charge for handling your complaint in special circumstances. For example, we may charge you a fee where your complaint requires us to retrieve archived records.
• If we think your complaint requires a charge, we will not impose one without discussion with you.
• If your complaint is upheld in your favor, and we have charged you complaint-handling fees, we will refund you the full amount of the fees charged within 30 days.

Appealing To Outside Bodies

If your complaint is not resolved to your satisfaction by TELEUS, you may refer your complaint to outside bodies for assistance.

The Telecommunications Industry Ombudsman (“TIO”) is an independent and free alternate dispute resolution scheme for residential and small business consumers. The TIO should be viewed as a “last resort” and you will generally need to raise your complaint with TELEUS in the first instance.

To lodge a complaint with the TIO you can call 1800 062 058 or write to:

PO Box 276, Collins Street West
Melbourne VIC 8007
Phone: 1800 062 058

The Office of the Federal Privacy Commissioner (“OFPC”) can assist you for all matters related to privacy. You may also refer privacy related matters to the TIO.

You may also seek independent legal advice from a solicitor as an alternate avenue for resolution.