teleMates Dispute Resolution Policy(A.B.N: 58115815435 A.C.N: 115815435) 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.
Should you have a concern at any time you must contact teleMates's customer service through one of the following ways:
Phone Customer Service on 131 501
Fax 02 82758500
Requests in writing should be directed to:
Attention: Customer Service
GPO Box 1140
Sydney NSW 2001
teleMates has a large amount of customer self help information available at www.telemates.com.au under Support
Failure by a customer to contact teleMates for assistance will not allow us to resolve your issue.
When contacting teleMates you must include information of the following details:
• Your details & account number
• Information, date and time of any events relating to your enquiry
• Service(s)/numbers involved
If you are not satisfied with the first level of customer service you may escalate the enquiry to a Complaints Resolution Officer at teleMates
If you have discussed the issue with a complaints resolution officer and are still not satisfied with the resolution, you may contact the Telecommunication Industry Ombudsman (TIO) for assistance
If your enquiry is not resolved by the TIO you may choose to seek independent legal advice from a solicitor.
teleMates will always assist with any valid request for assistance
teleMates will make appropriate changes to avoid any issues occurring in the future
teleMates will work within industry guidelines, ACMA and Comms-Alliance to assist customers.
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.
The teleMates Dispute Resolution Policy is written in conjunction with the teleMates Standard Form Of Agreement & Internet Terms and Conditions.
Telecommunications Industry Ombudsman (TIO)
The TIO Deals with complaints that consumer have not been able to resolve with their telephone or internet company.
The TIO is an office of last resort. This means that before contacting the TIO you must have tried to resolve your complaint with teleMates.