Customer Complaints HandlingAUSTAR's goalAUSTAR's goal is to provide a high level of customer service in all areas, including our handling of complaints. Your rightsAt AUSTAR we believe that our complaint handling guidelines will facilitate a quick and effective resolution of your issues. Registering your complaintCall 132 432, for the cost of a local call from a landline anywhere in Australia. Telephone between 9am-5pm Monday to Friday Queensland time and speak to one of AUSTAR’s customer service specialists who are trained and empowered to handle most enquiries, with an aim to provide first call resolution. Should you prefer to lodge your complaint in writing, you can do so as follows: If you have written, emailed or faxed your complaint, we will acknowledge receipt 9am-5pm Monday to Friday , then investigate and respond to you within 5 working days. All complaints will be dealt with in a courteous, fair and efficient manner. Escalation of complaintsShould you not be satisfied with the proposed resolution of your complaint, you can request to have your call escalated to a more senior member of staff which may necessitate that person returning your call. Our objective is for this to occur immediately. Should this not be possible, we aim to return your call within 24 hours. The more senior member of staff will retain ownership of your complaint through the resolution process to eliminate the need for you, the customer, to have to repeat the details of the issue. Our response timesFor more complex enquiries, lodged by any method, and where further investigation is required, a reasonable time frame for resolving the complaint will be agreed with you. In all cases AUSTAR will ensure you remain informed of who is dealing with your complaint and provide an estimate of how long it will take to resolve. Help in lodging complaintsCustomers whose circumstances present a difficulty for them to make a complaint, such as language difficulties or a disability, may require assistance from AUSTAR or from family or relatives in making a complaint. AUSTAR will provide reasonable assistance where necessary in formulating complaints, and will reasonably accommodate other requests where friends or family represent complainants. Disputed paymentsAUSTAR will not demand payment for genuinely disputed amounts, while the complaint is under investigation. We do however require payment for any non-disputed amounts, as invoiced. Where you can go if you remain dissatisfied?If you are not satisfied with the outcome of your complaint you may wish to contact one of the following. If your complaint relates to: - A privacy issue, you can contact the Office of the Federal Privacy Commissioner on 1300 363 992 or at http://www.privacy.gov.au/contact/index.html.
- AUSTAR Internet services, you can call the Telecommunications Industry Ombudsman on 1800 062 058 or visit their website at www.tio.com.au. The Telecommunications Industry Ombudsman also has a TTY service on 1800 675 692.
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