For services activated on new modems purchased after 1st April 2016

Our principles
You have a right to complain, and if you do we will deal with your complaint in a fair, efficient, objective manner and through a transparent process.

It is our goal to solve any problems you may have during your first contact with us.

Our complaint handling process complies with the requirements of the Telecommunications Consumer Protections Code C628:2015 (TCP Code) and responsibility for compliance with the process lies with our General Manager.

Making a complaint
If you wish to make a complaint you can contact us:

  • By phone on 1300 32 78 37; or
  • By email to customersupport@vividwireless.com.au ; 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: 1800 062 058
  • fax: 1800 630 614
  • www.tio.com.au 

Minimum information
Please include the following information when making a complaint:

  1. Your account number or Vividwireless username; 
  2. Your full name and address; 
  3. Your daytime contact telephone number; 
  4. Details of your complaint including dates, times, place the problem occurred and any staff member spoken to; 
  5. What action you have taken to rectify the problem, if any; and
  6. 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 2 working 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 15 working days unless one or more of the following applies:

  1. Due to the complexity of the complaint, resolution within 15 working days is not possible; or
  2. Due to the circumstances of the complaint, resolution within 15 working days is not possible; 
  3. 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.
If the delay is more than 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.

Finding out about the progress of your complaint
You can find out about the progress of your complaint at any time by emailing, 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 and complaint reference number. 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).

What if my complaint is urgent?
We deal with the majority of complaints in the order they are received.

 

There are certain types of complaints which are always considered urgent; usually complaints referred by our financial hardship team and where a customer has lost service, or we become aware that their service may become lost, for an unknown or unusual reason. These types of complaints are given priority and we will work to resolved them within 48 hours.

If you feel your complaint is urgent and requires priority for any other reason, please speak with a Customer Service representative who will do their utmost to assist.

Outcome of a complaint   
We will advise you either verbally, or in writing of the resolution of your complaint.

We will implement all actions required to fix your problem 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.

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 these 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, in which case we will inform you about your options for external dispute resolution such as the Telecommunications Industry Ombudsman (TIO). 

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 process flow 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 process flow. 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 Customer Service Advocate.
 
LEVEL THREE
VERBALLY OR IN WRITING

Customer Service Advocate.
Not Satisfied: You may pursue an external resolution via

  • TIO or 
  • Your local Department of Commerce 

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.

For services activated on new modems purchased on or before 1st April 2016

Our principles

You have a right to complain, and if you do we will deal with your complaint in a fair, efficient, objective manner and through a transparent process.

It is our goal to solve any problems you may have during your first contact with us.

Our complaint handling process complies with the requirements of the Telecommunications Consumer Protections Code C628:2012 (TCP Code) and responsibility for compliance with the process lies with our General Manager.

Making a complaint

If you wish to make a complaint you can contact us:

  • By phone on 1300 32 78 37; or
  • By email to customersupport@vividwireless.com.au; 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)

Minimum information

Please include the following information when making a complaint:

  1. Your account number or vividwireless username;
  2. Your full name and address;
  3. Your daytime contact telephone number;
  4. Details of your complaint including dates, times, place the problem occurred and any staff member spoken to;
  5. What action you have taken to rectify the problem, if any; and
  6. 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 2 working 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 15 working days unless one or more of the following applies:

  1. Due to the complexity of the complaint, resolution within 15 working days is not possible; or
  2. Due to the circumstances of the complaint, resolution within 15 working days is not possible;
  3. 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.

If the delay is more than 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.

Finding out about the progress of your complaint

You can find out about the progress of your complaint at any time by emailing, 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 and complaint reference number. 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).

What if my complaint is urgent?

We deal with the majority of complaints in the order they are received.

There are certain types of complaints which are always considered urgent; usually complaints referred by our financial hardship team and where a customer has lost service, or we become aware that their service may become lost, for an unknown or unusual reason. These types of complaints are given priority and we will work to resolved them within 48 hours.

If you feel your complaint is urgent and requires priority for any other reason, please speak with a Customer Service representative who will do their utmost to assist.

Outcome of a complaint   

We will advise you either verbally, or in writing of the resolution of your complaint.

We will implement all actions required to fix your problem 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.

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 these 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. In which case we will inform you about your options for external dispute resolution such as the Telecommunications Industry Ombudsman (TIO). 

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 process flow 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 process flow. 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 Customer Service Advocate.

LEVEL THREE

VERBALLY OR IN WRITING
Customer Service Advocate.

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.