Customer Complaints Policy

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Customer Complaints Policy


IPC Solutions Business Communications

Customer Complaints Policy

1.   Purpose

This policy sets out the rules and procedure by which a customer may lodge a complaint about IPC Solutions Business Communications (IBC) Telecommunications Services such as Internet or Voice services. IPC Solutions is legally obliged to provide this information as per the Telecommunications Consumer Protections Code C628:2012 (TCP Code).

IPC Solutions recommends that this process also be followed for non Telecommunications related complaints which exclude the involvement of the Telecommunications Industry Ombudsman (TIO).

2.   Introduction

IPC Solutions Pty Ltd is dedicated to providing excellent customer service and maintaining a healthy customer relationship at all management levels. Our Complaints Policy is to ensure all complaints are handled in a fair, efficient and objective manner using a transparent process.
As a customer of ours, you are entitled to make a complaint to us. The following outlines our policy and procedures for the handling of verbal and written complaints.

3.   Our Responsibilities

  • To 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.
  • To keep customers informed as to the progress of their complaint and the expected timeframe for resolution.
  • Quarterly to review our complaints so that we can improve our standard of customer service.

4.   Handling Your Complaint

  • Upon receiving a complaint, we will acknowledge your matter via telephone or in writing within 2 business days.
  • If your complaint is urgent, such as where you have been accepted by us as undergoing financial hardship under our financial hardship policy, where your service is about to be disconnected, or where you are receiving Priority Assistance (for example, for medical reasons) we will prioritise your complaint and attempt to resolve it within 2 working days. If we cannot, we will explain why and the reasons for taking longer.
  • We will keep you informed of the progress of your complaint, proposed actions and the expected timeframe 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 timeframe 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 that are more than 24 months old.
  • Making a complaint should normally be free. If we think your complaint requires a charge, we will not impose one without discussion with you. 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.
  • We will never cancel your service only because you have contacted an external dispute resolution scheme.

5.   Complaint Process

If you have a complaint regarding any aspect of your account or dealings with IPC Solutions Pty Ltd, we urge you to contact our Customer Service representative in the first instance.  The Customer Service contact information is found on the Contact Us page on this website. Our objective is to resolve the vast majority of enquiries or complaints during your first contact with us.

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

If you like, you can appoint an authorised representative or an advocate to interact with us on your behalf. Please contact us and we will provide you the necessary information and forms to do this.

Complaints made to the company are overseen by our Customer Service Management. After a complaint is made, if it is not immediately resolved, we may need to perform further investigation. This process may take 15 Business Days, or longer (in which case we will update you with a reason for the delay and the expected timeframe).

If you are not satisfied with the response tendered to you, you may ask Customer Service Management to escalate your complaint to senior management directly. If so, we will try to make a senior management representative available to address the complaint as soon as possible (depending on availability).

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.

If your complaint is not resolved to your satisfaction by us, and depending on the nature of your complaint, you may refer your complaint to the following external bodies:

Telecommunications Industry Ombudsman

The Telecommunications Industry Ombudsman (TIO) is an alternative dispute resolution scheme for residential and small business consumers in respect of disputes. The TIO can assist you if you have been unable to resolve your complaint with your phone or internet company directly.

The TIO seeks the co-operation of BOTH parties through an alternative dispute resolution process to achieve an outcome that is fair and reasonable. To lodge a complaint with the TlO you can visit http://www.tio.com.au/ or call 1800 062 058.

The TIO deals with complaints about telecommunications services. Some of these include billing problems, telephone faults, poor customer service, mobile phone contract problems and Internet access difficulties.

If you have a complaint about your phone or internet, the first step you should take is to contact us and try and resolve it directly as usually the problem can be resolved at this stage.  However, if you are unhappy with the resolution of the problem, you can make a complaint to the TIO.

The TIO service is free. There is no charge to have a complaint investigated by the TIO.

If you don't speak English, you can call the Commonwealth Government's Translating and Interpreting Services on 131 450 and ask to be put through to the TIO. The TIO pays for the cost of using the interpreter service. The TIO also has fact sheets available in different languages.

Office of the Federal Privacy Commissioner

The Office of the Information Commissioner can assist you with all matters related to privacy. To lodge a complaint you can call 1300 363 992 or visit http://www.oaic.gov.au/.

Other

For certain telecommunications and trade practices issues, you may lodge a complaint to:

  • The Fair Trading Office in your state;
  • The Australian Competition and Consumer Commission; and/or
  • You may also obtain legal advice from your solicitor as an alternative avenue for resolution.
Last Revised April 2014
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