Complaints Handling Policy

 

At Connexus, we are committed to providing you with the best possible level of service to ensure you are completely satisfied with your experience with us. However, if for some reason our service has not met your expectations or you would like to suggest areas for improvement, please let us know. Whatever the issue, we will endeavour to deal with your complaint as fairly and efficiently as possible in order to reach a satisfactory outcome. We take complaints very seriously, and assure you that any matter you raise will be handled according to our Complaint Handling Policy.

Our principles

At Connexus we strive to personally and professionally demonstrate certain values in our actions. We are disciplined, reliable and instil trust and integrity - we are up-front, honest, transparent and responsive. We deliver on our commitments and actively pursue improvements in our products and services.

Connexus appreciates that on occasion people may not be satisfied with the service they receive from Connexus or our business partners. We recognise the right of any person covered by this policy to raise an issue or make a complaint and we are committed at all levels of the organisation to their efficient, impartial and courteous resolution. We strive 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 Chief Executive Officer.

Free of charge

We will not charge you for dealing with your complaint in most instances, and we will never charge you without telling you first.

We may charge you to recover our costs in very specific circumstances only, i.e. we may charge you where you request information that was collected more than two years ago or where you request information that is not free of charge as per our Standard Form Customer Contract or our Critical Information Summary.

If cost recovery charges apply, we will tell you before charging you (and you may of course choose not to pay and discontinue your complaint) and we will inform you about your options for external dispute resolution, e.g. the TIO.

How to make a complaint?

Complaints are categorised, prioritised and assigned to Connexus' subject matter expert to seek to ensure resolution in a timely fashion in accordance with the Connexus Customer Care KPIs.

If you wish to complain, please contact us:

Level 13, 8 Exhibition Street
Melbourne VIC 3000
or
Level 4, 580 George Street
Sydney NSW 2000

If you are calling us from a landline, your call is billed at a local call rate. Note that calling us from a mobile may be more expensive.
We will help you formulating, lodging and progressing your complaint if you request this.
Of course you can appoint an authorised representative to make a complaint on your behalf. For help with how to appoint an authorised representative, please go to Authorised Representatives.

What we will do

Acknowledge your complaint
We will acknowledge your complaint immediately if you complained to us over the phone, and within 2 working days if you have lodged your complaint through any other channel including where you left a voice message (e.g. outside our office hours).

When we acknowledge your complaint we will give you a unique reference number or similar to enable you to easily follow up on your complaint. We will also give you an indicative timeframe for resolving your complaint. You can follow up on your complaint by calling 1300 731 048 or alternatively responding to the email, which contains the complaint reference number.

Solving your complaint
Our goal is to always fix your problem during your first contact with us.
Sometimes this is not possible and we need to investigate the matter. We will then agree with you on how to fix your problem (this may include waiving of fees or other commercial solutions) and advise you accordingly within 15 working days of receiving your complaint. We will advise you in writing if you request this.

Occasionally it may take longer than 15 working days to investigate your problem and in this case we will explain why and give you a new expected timeframe.

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, e.g. the TIO.

Once we agreed on how to fix your problem, we will implement all actions required to fix the issue 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.

We will provide you confirmation when your complaint has been resolved, as soon as practicable after we complete our investigation of the complaint

Further assistance
If you need assistance to understand your rights when communicating with us, for example for a disability or for interpretation services, please inform us when you contact us and we will make our best efforts to accommodate and assist.

What if your complaint is urgent?

Your complaint will be treated as urgent if:

  • you have applied for being in financial hardship under our Financial Hardship Policy and the issue you are complaining about directly contributes to the Financial Hardship you are experiencing, or
  • your service has been disconnected or is about to be disconnected and due process has not been followed, or
  • you are receiving Priority Assistance (e.g. because of a severe medical condition) for the service you are complaining about.

In this case we will agree with you on how to address the issue and implement all required actions to fix the issue within 2 working days. If there is a delay, we will explain why and provide you with a new expected timeframe. If it is a longer delay we will also inform you about your options for external dispute resolution, e.g. the TIO.

Prioritisation of complaints

Once your complaint is received, it will be categorised and prioritised according to the type of complaint:

Type of Complaint Priority Level Resolution SLA
Urgent Complaint (as per Section 5 of the Complaints Handling Policy) 1  2 working days
Faults (non-urgent) 2  15 working days
Credit Management 2  15 working days
Setup and Service Connection/Disconnection 2  15 working days
Customer Service 3  15 working days
Billing and Payments 3  15 working days
Contracts 3  15 working days

 

If you are unhappy with our efforts

Where you communicate to us that you:

  • are dissatisfied with the response times that apply to the handling or management of your complaint; or
  • reasonably want your complaint to be assessed and treated as an urgent complaint,

we will within 5 working days or 2 working days (for urgent complaints), inform you of our internal prioritisation process, internal escalation process and options for external dispute resolution.

We will never cancel your service only because you have contacted an external dispute resolution scheme.

Frivolous or vexatious complaints

Where after careful consideration and appropriate internal escalation of a complaint, we conclude:

  • that we can do nothing more to resolve the complaint or assist you; and
  • your behaviour, or complaint is frivolous or vexatious,

We have the right to decide not to deal, or to deal further with the complaint. We will advise you within 5 working days of making a decision not to deal with a complaint and advise you of the reasons for our decision.

Attempt to contact

Where we are unable to contact you to discuss your complaint, we will write to inform you that we were unable to contact you, provide details of contact attempts and give you the opportunity to discuss the complaint within 10 working days.

Telecommunications Industry Ombudsman (TIO)

We encourage you to always contact us first if you experience any problem or are unhappy. We will do our best to solve your problem during our first contact. Where a complaint has been escalated with our team and still unresolved, you can contact the TIO as follows:
Phone: 1 800 062 058
Fax: 1 800 630 614
Online: http://www.tio.com.au/making-a-complaint
The services of the TIO are free of charge.