Complaints Resolution Policy
Policies — Complaints Resolution.
Ozetel Pty Ltd — ABN 54 113 332 308
T: 1300 OZETEL (693 835) | F: 1800 OZETEL (693 835)
E: info@ozetel.com.au
A: PO Box 4103 Springfield Central Qld 4300
Introduction.
Ozetel Pty Ltd encourages the right to freedom of speech and acknowledge that our clients have the right to complain in the event that we have not provided the expectant level of service, and if you do we will deal with your complaint in a fair, efficient, objective manner. We wish to ensure you that we will maintain a transparent yet respectful process. Our aim is to solve any problems you may have, during your first contact with us, to the best of our ability.
Although this matter is primarily extremely important to us and the longevity of our relationships with our clients, we also ensure our complaint handling process complies with the requirements of the Telecommunications Consumer Protections Code C628:2012 (TCP Code).
Responsibility for compliance with the complaints handling process lies with the managing director of Ozetel Pty Ltd even in the event duties for the process are delegated to relevant team members.
Costs.
In most cases, complaint handling can be resolved free of any charges, and we commit to that outcome where at all possible. We ask that fairness exist on both sides of the discussion and that if fees result as a consequence of our customers actions, that responsibility be taken. If charges exist, we commit to advising you first and include this in the open discussion. We may charge you to recover costs in very specific circumstances;
- We may charge where are required to obtain information beyond our archiving structure, which generally is a 12 month period, or
- Where you request information that is not free of charge as per our Critical Information Summary for that associated service, or
- Where external parties such as banks or upstream carriers charge us fees that are determined to be as a consequence of our clients actions.
We reiterate, that if cost recovery charges apply, we will advise you before charging you (and you may of course choose not to pay and discontinue your complaint). This document will also include additional avenues of dispute, namely the Telecommunications Industry Ombudsman (TIO).
How to Lodge.
If you wish to lodge a complaint, please contact us by one of the following means;
- Phone: 1300 OZETEL (693835)
- Fax: 1800 OZETEL (693835)
- Email: info@ozetel.com.au
- Web: www.ozetel.com.au/contact
- Address: Ozetel Pty Ltd, PO Box 4103 Springfield QLD 4300.
Please ensure that you have your Customer ID available or noted on any correspondence to us. The number begins with 1000 followed by 6 additional digits, and can be found on your invoice from us in the top right corner. We will require suitable identification to proceed for privacy reasons and to protect your account.
If you are calling us on 1300 OZETEL (693835), from a landline, your call is generally a once off toll of 25c although this may vary slightly depending on your carrier. Note: calling us from a mobile may be more expensive again depending on your mobile phone carrier.
Where at all possible, and to the best of our capabilities, Ozetel Pty Ltd commits to assisting you with the lodgement of your complaint if it is something you require from us. In addition, you can choose to appoint an Authorised Representative to make a complaint on your behalf.
Our Commitment.
Acknowledgement
We will acknowledge your complaint immediately if you complained in person or have made contact via phone conversation, and within 2 working days if you have lodged your complaint through the other paths as mentioned above.
When we acknowledge your complaint we will give you a unique reference number to enable you to follow up on your complaint. We will also give you an indicative time frame for resolving your complaint. You can follow up on your complaint by using one of the paths of access mentioned above.
Resolution
As mentioned, our highest goal is to always resolve the dispute during the initial contact you have made with us. Of course, this is not always possible for many reasons including the need for time to research and investigate. Obtaining relevant information to solve the complaint is of paramount importance and we ask you be available to assist us also with this.
Our goal is to come to an agreement with you on how to resolve the complaint (this may or may not involve the waiving of fees or other commercial solutions), and we commit to advising you of the proposed solution within a 7 working day period of the initial receipt of your complaint. At this point, please advise us if you wish to have this information provided in writing.
If in the unlikely event, we find that the resolution will take more than 7 working days, our commitment is to advise as to the expected time frame and reasons for the extra requirement of time. In addition, if the delay mentioned above is more than an extra 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.
Action
Once we have come to agreement with you on the way the complaint is to be resolved, we commit to implementing all actions required to fix the issues within the time frame agreed to. We advise that in the event that a customer has hindered the process by way of lack of action on their side, we reserve the right to begin the process over and cannot be held responsible for not meeting resolution deadlines.
Urgent Complaints.
Your complaint will be treated as urgent;
- If you have applied for being in financial hardship under our Financial Hardship Policy, 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 time frame, and if it is a longer delay also inform you about your options for external dispute resolution such as the TIO.
External Resolution.
In the event that you have not been satisfied with the complaint resolution process or the time frames, please speak with us, as it is very important to the management of Ozetel Pty Ltd. However, we understand that sometimes resolution requires additional assistance, often externally.
The information below gives you contacts to the industry dispute department known as the TIO and please also note we do not discriminate or effect service connections due to a customer seeking external assistance such as with the TIO.
We treat the dispute with utmost importance and will continue to do all we can to resolve any complaints that do end up with the TIO.
Telecommunications Industry Ombudsman (TIO)
a: PO Box 276 Collins Street West Vic 8007
w: TIO.COM.AU
p: 1800 062 058
f: 1800 630 614
