teleMates Complaint Handlng Process(A.B.N: 67609395931 A.C.N: 609395931)
teleMates aims to provide the highest level of service which is above industry standard. Should a customer at any time have a concern they should follow the below procedure.
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.
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 C628:2012 (TCP Code) and responsibility for compliance with the process lies with our Chief Operations Officer Paul Knight.
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 us to provide 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 Telecommunications Industry Ombudsman (TIO).
How to make a complaint?
If you wish to complain, please contact us:
Phone Customer Service on 1800 777 055
Fax 02 82758500
Requests in writing should be directed to:
teleMates will keep the customer informed of any progress relating to their enquiry.
teleMates will endeavour to resolve your enquiry on the spot upon first point of contact.
If teleMates is unable to resolve your enquiry at first point of contact, we will endeavour to resolve your enquiry within 48 hours. Where further investigation is required involving third party providers this time frame may be extended.
• Attention: Customer Service
TeleMates Australia P/L
Level 7, 80 Pacific Highway
North Sydney NSW 2060
• 9am to 9pm Mon-Fri (Sydney Time)
• 9am to 6pm Sat (Sydney Time)
If you are calling us from a landline, your call is 35 cents per call. Note that calling us from a mobile may be more expensive and depends on your mobile operators call charges to a 1300 number.
We will help you formulating, lodging and progressing your complaint if you request this.
Of course you can appoint an authorised representative or advocate to make a complaint on your behalf. For help with how to appoint an authorised representative, please go to Appoint Authorised Representative
What we will do:
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 email, fax or post.
When we acknowledge your complaint we will give you a direct contact person and all notes and details of conversations will be lodged against your TeleMates account number 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 the direct line phone number, which will be provided at the time of the original discussion. You can also speak with customer service on 1800 777 055.
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 such as the TIO.
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.
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
if your service has been disconnected or is about to be disconnected and due process has not been followed, or
if 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, provide you with a new expected timeframe, and if it is a longer delay also inform you about your options for external dispute resolution such as the TIO.
If you are unhappy with our efforts:
If you tell us that you are not satisfied with the complaint timeframes, its progress or the outcome or if you tell us your complaint ought to be treated as urgent, we will escalate your complaint internally. If you are still dissatisfied, we will inform you about your options for external dispute resolution such as the TIO.
We will never cancel your service because you have contacted an external dispute resolution scheme.
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.
Can I go to the TIO directly without talking with TeleMates?
No the TIO process requires you to first make contact with TeleMates and provide us with reasonable timeframes to investigate your issue. If you contact the TIO first instead of TeleMates this may cause further delay in having your issues resolved. In most cases customer complaints are resolved over the phone on the same call with TeleMates directly.