Roctel Customer Complaints Policy V1.1[1]x 30 06 10

User Manual: Roctel-Customer-Complaints-Policy-30 06 10

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June!30, ! 2010!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!1"|"Page"
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Customer!Complaints!Policy!
Introduction"
Roctel!is!dedicated!to!providing!excellent!customer!service!and!maintain!a!healthy!customer!relationship.!!
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Therefore!Roctel!has!a!Complaints!Policy!to!ensure!all!complaints!are!handled!as!efficiently!and!effectively!as!possible.!
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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.!This!policy!forms!part!of!our!Standard!Form!of!Agreement!
Our"Responsibilities!
• Roctel!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.!!
• Roctel!will!keep!customers!informed!as!to!the!progress!of!their!complaint!and!the!expected!timeframe!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.!!
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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!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.!!
• 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.!!
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Step"One"
If!you!have!a!complaint!regarding!any!aspect!of!your!account!or!dealings!with!Roctel,!we!urge!you!to!telephone!Customer!Service!in!the!
first!instance.!
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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!
or!complaints!during!your!first!contact!with!us.!
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You!will!be!charged!at!a!local!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.!
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Step"Two"
Should!you!not!be!satisfied!with!the!response!tendered!to!you,!you!may!ask!for!your!complaint!to!be!escalated!to!the!next!level!of!
Management.!You!can!forward!correspondence!via!mail!to!to!us!or!alternatively,!you!can!email!your!matter!to!our!management!team.!
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Step"Three"
Complaints!made!to!Roctel!are!overseen!by!our!customer!service!management.!This!area!is!committed!to!supporting!the!above!areas!and!
carrying!out!reviews!of!policy!and!process.!Customer!Service!Management!will!attend!to!matters!that!have!not!been!resolved!within!the!
complaints!process.!If!you!are!not!satisfied!with!the!response!tendered!to!you,!you!may!ask!Customer!Service!Management!!to!escalate!
your!complaint!to!the!Senior!Management.!
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Step"Four"
If!your!complaint!is!not!resolved!to!your!satisfaction!by!Roctel!and!depending!on!the!nature!of!your!complaint!you!may!refer!your!
complaint!to!the!following!outside!bodies:!!
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June!30, ! 2010!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!2"|"Page"
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Customer!Complaints!Policy!
OFFICE"OF"THE"FEDERAL"PRIVACY"COMMISSIONER"
The!Office!of!the!Federal!Privacy!Commissioner!(“OFPC”)!can!assist!you!with!all!matters!related!to!privacy.!
To!lodge!a!complaint!with!the!OFPC!you!can!call!1300!363!992!or!write!to:!
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Director,!Compliance!
Office!of!the!Privacy!Commissioner!
GPO!Box!5218!
SYDNEY!NSW!2001.!
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OTHER"
For!certain!telecommunications!and!trade!practices!issues,!you!may!lodge!a!complaint!to:!!
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• The!Fair!Trading!Office!in!your!state;!!
• The!Australian!Competition!and!Consumer!Commission;!and/or!!
• You!may!also!seek!independent!legal!advice!from!a!solicitor!as!an!alternative!avenue!for!resolution.!!
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TIO"
The!Telecommunications!Industry!Ombudsman!(“TIO”)!is!an!independent!and!free!alternate!dispute!resolution!scheme!for!residential!and!
small!business!consumers!in!respect!of!disputes!over!which!the!TlO!has!jurisdiction.!The!TlO!views!itself!as!an!office!of!last!resort;!
accordingly,!it!should!not!be!used!as!a!first!resort!and!should!only!be!used!once!all!other!reasonable!avenues!are!exhausted.!
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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!call!1800!062!058!or!write!to:!
TlO!
P!O!Box!276!
Collins!Street!West!
MELBOURNE!VIC!8007!!
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Alternatively,!you!can!visit!www.tio.com.au!
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What"is"the"Telecommunications"Industry"Ombudsman?"
The!Telecommunications!Industry!Ombudsman!(TIO)!is!an!independent!dispute!resolution!service!that!can!assist!you!if!you!have!been!
unable!to!resolve!your!complaint!with!your!phone!or!internet!company!directly.!
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What"kind"of"complaints"can"the"TIO"deal"with?"
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.!!
The!TIO!also!has!a!role!in!handling!objections!by!owners!or!occupiers!of!land!on!which!a!carrier!intends!to!undertake!land!inspection,!or!
installation!of!certain!types!of!facility!or!maintenance!activities.!Information!about!these!objection!processes,!including!the!strict!
timeframes!involved,!is!available!in!ACMA's!fact!sheet!Installation!of!telecommunications!facilities,!or!by!contacting!the!TIO.!
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When"should"I"go"to"the"TIO?"
If!you!have!a!complaint!about!your!phone!or!internet!company,!the!first!step!you!should!take!is!to!contact!Roctel!in!question!and!try!and!
resolve!it!directly!with!them.!Usually!the!problem!can!be!resolved!at!this!stage!and!there!is!no!reason!to!take!the!issue!further.!If!you!are!
not!happy!with!the!way!your!complaint!is!dealt!with!at!first!contact,!you!should!escalate!the!matter!within!the!phone!company!by!asking!to!
speak!to!a!supervisor!or!manager.!However,!if!Roctel!doesn't!respond!to!your!complaint,!or!if!you!are!unhappy!with!the!resolution!of!the!
problem!or!think!that!their!solution!is!unfair,!then!you!can!make!a!complaint!to!the!TIO.!The!TIO!will!only!handle!the!complaint!if!you!have!
first!contacted!your!phone!or!internet!company.!
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How"long"does"it"take"for"the"TIO"to"deal"with"a"complaint?"
More!than!90!per!cent!of!complaints!to!the!TIO!are!sorted!out!within!a!few!days,!but!the!more!complex!cases!can!take!a!few!weeks.!It!
depends!on!the!nature!of!the!complaint.!
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How"much"does"it"cost?"
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June!30, ! 2010!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!3"|"Page"
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Customer!Complaints!Policy!
The!TIO!service!is!free.!There!is!no!charge!to!have!a!complaint!investigated!by!the!TIO.!
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Who"pays"for"the"TIO?"
The!TIO!is!funded!entirely!by!the!telecommunications!industry.!The!TIO!bills!telephone!and!internet!companies!according!to!the!number!of!
complaints!received!against!them.!
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How"do"I"contact"the"TIO?"
You!can!get!more!information!about!the!TIO!on!the!internet!at!www.tio.com.au!or!by!calling!1800!062!058.!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.!
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More"information"
More!information!is!available!on!the!ACMA!website!–!www.acma.gov.au!
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