| 1 |
Introduction |
| |
|
| |
As a customer orientated organisation dedicated to the satisfaction of its customers,
Trinity Telecom Pty Ltd ACN 105 322 452 (Trinity Telecom) 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. |
| |
|
| 2 |
Our Responsibilities |
| 2.1 |
Trinity Telecom will provide an efficient, fair and structured mechanism for handling
complaints. |
| 2.2 |
To provide our customers with access to the complaints handling process, including
those customers with disabilities and special needs. |
| 2.3 |
Trinity Telecom will keep customers informed as to the progress of their complaint
and the expected timeframe for resolution. |
| 2.4 |
We will regularly review our complaints so that we can improve our standard of
customer service. |
| 2.5 |
Whilst an investigation into a matter is taking place, we will not demand payment of
genuinely disputed amounts. |
| |
|
| 3 |
Lodging a complaint |
| 3.1 |
If you have a complaint regarding any aspect of your account or dealings with Trinity
Telecom, we urge you to telephone Customer Service in the first instance on 1300
786 192. Our Consultant will give you their name so you know with whom you are
speaking. |
| 3.2 |
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. |
| 3.3 |
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. |
| 3.4 |
A verbal or written acknowledgement of your written complaint will be made within
five (5) working days after receiving your letter or e-mail. |
| 3.5 |
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
Trinity Telecom
PO Box 3388
South Brisbane BC 4101
Alternatively, you can e-mail your matter to them at admin@trinitytelecom.com.au
Complaints made into Trinity Telecom are overseen by the Compliance Group. This
area is committed to the 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. |
| |
|
| 4 |
Handling your complaint |
| |
|
| 4.1 |
Upon receiving a verbal or written complaint, we will acknowledge your matter via
telephone or in writing within 5 business days. |
| 4.2 |
We will keep you informed of the progress of your complaint, proposed actions and
the expected timeframe for resolution. |
| 4.3 |
Our aim is to resolve complaints in a timely manner and we will generally resolve a
matter within 30 calendar days. |
| 4.4 |
Complex complaints may take longer than 30 calendar days to resolve. In these
cases, we will regularly update you on the progress and likely timeframe for
resolution. |
| 4.5 |
We will advise you of the outcome of your complaint. Where you have requested us
to do so, we will advise you in writing. |
| 4.6 |
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. |
| 4.7 |
If we think your complaint requires a charge, we will not impose one without
discussion with you. |
| 4.8 |
If your complaint is upheld in your favour, and we have charged you complaint
handling fees, we will refund you the full amount of the fees charged within 30 days. |
| |
|
| 5 |
Appealing To Outside Bodies |
| |
If your complaint is not resolved to your satisfaction by Trinity Telecom, you may refer
your complaint to outside bodies for assistance. |
| |
|
| 5.1 |
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 Trinity Telecom first.
To lodge a complaint with the TIO you can call 1800 062 058 or write to: |
| |
|
| |
TIO
PO Box 276, Collins Street West
MELBOURNE VIC 8007 |
| |
|
| |
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. |
| |
|
