To support goal to keep our customers satisfied, and that means as few complaints as possible, and that any complaints that do arise are dealt with openly, fairly and promptly:
- Our complaints process is approved by our Chief Executive Officer (or equivalent), who is responsible for ensuring its implementation, operation and compliance in accordance with the Complaints Standard.
- Our complaints process is managed by a senior manager who must maintain the effective and efficient operation of the process in accordance with the Complaints Standard.
- Our complaints process is focused on your needs and expectations and is designed to be easy to understand
Customers can use any of the contact channels available in www.telsim.com.au/contact-us to raise their complaints. We will receipt your complaint and issue you with a reference number instantly if your complaint is received over the phone. If your complaint is submitted by any other means such as email, online, fax or post, you will receive a response and a reference number within the same working days of receipt of your complaint by Telsim.
In extreme cases, where a resolution isn’t possible within the above timeframe, we’ll advise you of the expected timeframe for a resolution (where possible) and the reasons why the resolution has been delayed as well as your options for external dispute resolution. Once you have agreed to the proposed resolution we will take steps to implement the agreed resolution within 2 days, unless you agree otherwise, or you have not done something that we require you to do in order to proceed with implementing the agreed resolution.
After your complaint is registered, we’ll give you a Complaint Registration Number (CRN). Save this number and use the same when you speak with us again or want an update on the progress of your complaint, to help us access a detailed record of your complaint. If your complaint does not relate to our products or services, we’ll try to help you identify a course of action.
If at any stage of the process you’re unhappy with the management of your concerns, you can request that we escalate your complaint. If you have given us a reasonable chance to resolve your concerns, but you are still unhappy, there are external organizations (including those listed below) you can contact for advice. You can also refer your complaint to the Telecommunications Industry Ombudsman (TIO) for dispute resolution. There is no charge for using the TIO’s dispute resolution service.
Telecommunications Industry Ombudsman (TIO): General complaints PH: 1800 062 058
Australian Communications and Media Authority (ACMA): Broadcast complaints PH: 1300 850 115
Office of the Australian Information Commissioner (OAIC): Privacy complaints PH: 1300 363 992
We’ll systematically record for each complaint, and retain for two years:
- The name and contact details of the consumer making the complaint, and their representative where applicable;
- A unique reference number or such other measure that will ensure the carriage service provider can subsequently identify the complaint and its subject matter;
- A description of the nature of the complaint and the issues rose as part of the complaint;
- A description of the resolution proposed by the carriage service provider or the consumer;
- the due date for a response;
- A description of the results of any investigation;
- A description of the proposed resolution of the complaint, including any associated commitments and the date this is communicated to the consumer and a description of our reasons for its proposed resolution.
We will ensure that personal information we collect in connection with a complaint is not disclosed to a third party except:
- As required to manage a complaint to the TIO or the ACMA;
- With your express consent; or
- As otherwise required or authorized by law.