Getting a copy of these procedures
Our complaint handling procedure is available upon request.
Making a complaint
If you wish to make a complaint you can contact us:
- By phone on 1300 32 78 37; or
- By fax on 1300 31 94 54; or
- In writing to us at Locked Bag 11, Joondalup, Western Australia, 6027.
Hearing Impaired People wishing to call may use the National Relay Service,
- ph: 13 36 77.
Non-English Speakers may wish to contact the National Interpreter Service line,
- ph: 13 14 50.
You may use an Advocate or Authorised Representative to act on your behalf if you provide us with satisfactory authorisation. Please note however, that an Advocate is unable to make changes to the account unless they are also an Authorised Representative.
You may also take your complaint to the Telecommunications Industry Ombudsman (TIO). Before you do that you should try to resolve you complaint directly with us first.
Telecommunications Industry Ombudsman (TIO)
- ph: 03 8600 87 00
- fax: 03 8600 87 97
- www.tio.com.au
Minimum information
Please include the following information when making a complaint:
- Your account number or vividwireless username;
- Your full name and address;
- Your daytime contact telephone number;
- Details of your complaint including dates, times, place the problem occurred and any staff member spoken to;
- What action you have taken to rectify the problem, if any; and
- Copies of any relevant evidence/documents to support your complaint. This can include copies of any letters that have already been written about the problem, copies of any documents, like warranties and receipts.
How we respond
Complaints will be acknowledged within 5 days of being received (possibly earlier).
A verbal complaint will be considered acknowledged at the point that it is first discussed.
A complaint reference number will be issued and forms part of the acknowledgement.
We will let you know how long we think we will need to resolve the complaint, but we will undertake to resolve all complaints within 30 days unless one or more of the following applies:
- Due to the complexity of the complaint, resolution within 30 days is not possible; or
- Due to the circumstances of the complaint, resolution within 30 days is not possible;
- If you haven’t given us all or part of the information/evidence we need to investigate the complaint, for example a bank statement.
We will do our best to give you updates on progress and the likely time frame for resolution.
Finding out about the progress of your complaint
You can find out about the progress of your complaint at any time by writing or phoning the contact number given by our Sales and Service Centre when we acknowledge that we’ve received your complaint.
When you make an enquiry, please be ready with your username. Usually, only the vividwireless staff member allocated to the complaint will discuss progress. Our response to enquiries will be either verbal or written (whichever is deemed by us to be more appropriate under the circumstances).
Outcome of a complaint
We will advise you either verbally, or in writing of the resolution of your complaint.
Costs associated with making a complaint
We will not accept responsibility for any costs that you incur during the complaint process.
We will not charge or penalise you for making a complaint. However, if costs incurred by us are particularly onerous, you may be asked to pay the costs but only after discussion, agreement and written notice. You can then decide to accept the charge and continue with the complaint or discontinue the complaint and seek a resolution by other means.
If you agree to pay charges and subsequently do so, but the complaint is upheld in your favour, we will refund the complaint handling charges within 30 days of the complaint being resolved.
We can refuse to investigate some complaints
We may refuse to investigate a complaint if we determine that the complaint is frivolous or vexatious.
In these circumstances we will use internal processes to escalate the complaint and inform you of the reasons for our decision. We will also inform you of the availability of external options for complaint handling, for example through the TIO (Telecommunications Industry Ombudsman).
Escalating your complaint
Your complaint may be easily resolved at the first point of contact by following the flow chart below and speaking to the appropriate people at vividwireless. If you are dissatisfied with the outcome of your complaint you will be advised of an alternate course of action and referred internally to the next level. You can expect that your complaint will be resolved in a timely and professional manner by following the flowchart. You will be referred to the appropriate level when your complaint is received. Usually, once a complaint is escalated only the representative or officer handling that complaint can make decisions or liaise with you about your complaint.
LEVEL ONE
VERBALLY
Customer Service Representative on 1300 32 78 37
Not Satisfied: Ask to speak with a Supervisor.
LEVEL TWO
VERBALLY
Supervisor.
Not Satisfied: Ask to speak with the Partner Relationship Manager.
LEVEL THREE
VERBALLY OR IN WRITING
Partner Relationship Manager.
Not Satisfied: You may pursue an external resolution via
- TIO or
- Department of Commerce (WA)
Record keeping of complaints
We will keep a record of:
- Details of the complaint and details of the complaint resolution;
- Date start and closure;
- Commitments we have given to you.
Material that is collected and recorded is kept for a minimum of two years following the closure of a complaint.
Disputed fees
We will not demand payment of genuinely disputed amounts while a complaint is under investigation.
Document security
Original documents in use will be kept secure. Once your complaint has been finalised, the original documents are scanned into a secure filing system and then destroyed. If the documentation originated from you and you want it back, you can request it is returned.
Variations to this policy
Changes to this document are updated within 60 days and if any significant changes are made, we will inform our customers within 16 weeks.
