Eftelaims to specialize in customer service and satisfaction to constantly improve internal complaint handling procedures, so we can:

Transcription

1 EFTEL S FEEDBACK AND COMPLAINT POLICY Eftelaims to specialize in customer service and satisfaction to constantly improve internal complaint handling procedures, so we can: 1. Provide excellent customer service 2. Reduce the number of costly referrals to the TIO; 3. Improve our relationship with our customers and increase customer satisfaction; and 4. Ensure that our company complies with ACMA s TCP Complaint Handling Code. Please tell us if you have any concerns or complaints about our service. We at Eftel are committed to providing excellent customer service, to do that we need to know where things are going wrong, and we need you to help us. We also welcome any helpful comments or compliments you may want to make about our staff or products. We take your feedback seriously, as we think it is the best way for us to identify and correct our problems, all of which will help improve our service to you. Talk to us first! Please call us on and let one of our customer service representatives know about your problem or complaint. We will try to resolve your problem right away, and if we cannot, we will take steps to get the problem resolved as quickly as possible. We will acknowledge receipt of your written (mail/fax/ ) complaint within 24 working hours. We will seek to provide a fair and reasonable resolution in a welcoming and courteous manner at the first contact. In the event we are unable to resolve your complaint at first contact, we will explain why and give you a timeframe if at all possible. We will also advise you of our follow up processes to keep you informed of the progress of your complaint. You can our dedicated address or send your complaint through to one of our office addresses or submit it through our website. complaints@eftel.com.au Website: PO Box: PO Box 6262 St. Kilda Rd. Central, Victoria 8008 Please provide your username, account number, date of birth, contact phone number, your address and details of your complaint.

2 Our Mission Statement To provide easy access to our Complaints Handling System To provide a welcoming environment, demonstrating a keen interest to achieve a fair and reasonable resolution To keep the customer informed of the progress of their complaint To listen to the complaints, comments and feedback we receive to help us to develop better products and services. Our Guiding Principles The guiding principles of Eftel s Complaint Management Policy are: To welcome customer complaints and feedback and handle them with courtesy and respect To gain a clear understanding of the complaint courteously and with an open mind. To record and resolve complaints at first contact or if necessary escalate them to a responsible supervisor or manager; To provide all reasonable assistance to the customer in preparing their complaint when it requires escalation To acknowledge all complaints within 48 working hours, To resolve 80% of all complaints within 5 working days; To assess and action complaints objectively and on individual merit; To strive for a balance of fairness between the customer s needs and our business needs in resolving complaints, to the customer s satisfaction; To advise customers what we will do and how long it will take to resolve the complaint. We will also advise the customer if it is going to take longer than originally agreed to resolve the complaint To follow through on any agreements made with the customer; To provide written responses to customers, where requested; To make complaint processes easy, accessible and responsive to customers, including those with disabilities and language difficulties; To enable customers to authorise advocates and representatives to assist them with their complaint;

3 To provide effective escalation processes for more complex customer complaints; To ensure complaints are managed in accordance with Eftel sprivacy policy; To handle customer complaints free of charge; To ensure that customers understand their right to escalate their complaint to the Telecommunications Industry Ombudsman if they are not satisfied with Eftels response; To follow every fair and reasonable course of action in seeking resolution to minimise the need for customers to escalate their complaint to the TIO; To ensure we explain the rationale behind our offer of resolution. In doing so we should ensure the rationale is not based on flawed decision-making or unnecessary constraints To provide systems to enable the recording, tracking, reporting and analysis of customer feedback and complaints; To continuously improve on our customer service and complaints processes; To provide processes, systems and training to enable staff to achieve these principles. To not demand payment of genuinely disputed amounts while the complaint is being investigated. Register a Complaint When making a complaint you must inform the customer service representative that you would like to register a complaint. This service is free of charge other than the following circumstances: i. Call costs ii. Request of information which was collected by Eftel more than 2 years prior to the date of the request, unless the complaint relates to an interference with the privacy of the Consumer under the Privacy Act iii. The free provision of the information in the form or quantities requested is inconsistent with Eftel sstandard Form of Agreement, unless the complaint relates to an interference with the privacy of the Consumer under the Privacy Act. In the mentioned circumstances, Eftel may impose a charge to recover its costs. The proposed charge will be informed prior to actioning on the Complaint. You will be advised of the external dispute process if you decide not to pay the charge or discontinue the complaint. You will be given a reference number for your complaint which can be used to track its progress and for future reference. It is important that you ask for this reference number if it is not provided to you. Your complaint will be forwarded to our dedicated Complaints team who is responsible to provide you any updates, feedback and resolution timeframe.

4 Persons with disabilities, suffering financial hardships, and from non-english speaking backgrounds may also file a complaint and they may assign an Authorized person or Advocate to report and monitor complaints on their behalf. Eftel will not cancel your service/s if resolution provided is not to your satisfaction or if you opt to resort to an external dispute resolution body. Nor will Eftel apply Credit Management action (e.g. Suspension of service) if the existing balance is part of the Complaint. Eftel s Internal Complaints process Eftel has a dedicated Complaints team to look after every complaint raised by our customers. They are responsible to ensure that resolution is provided within the specified timeframe. It is also part of their task to contact you on any additional information required and updates or status of the complaint, advise you of means to monitor the Complaint s progress and to contact the different departments of Eftel (E.g. Provisioning, Billing, Accounts, and Wholesale) to seek fair and just resolution for our customers. A proposed resolution will be advised by this team within 7 working days from the date the complaint is received, which should be accepted by the complainant before any action is done on the case. If determined that the complaint cannot be resolved within 7 working days, you will be advised before the 7th day of the reasons and the specific timeframe for the completion of the resolution. If you are not satisfied with the resolution timeframe provided, Eftels internal prioritisation and complaints process will be explained in detail. If satisfaction is not granted, or if the anticipated delay is further 10 working days or more, but is not a result of declared mass service disruption, external dispute process will be advised by the Complaints representative. Careful consideration and appropriate internal escalation will be followed for any complaints reported against Eftel. However, if concluded that a Complaint is frivolous, and that no further assistance can be supplied by Eftel, we may choose not to deal with you any further. You will be advised in writing of the reasons and the option for external dispute resolution including TIO. We are then not required to accept any further complaints from you on the same or similar issue/s other than in the course of an external dispute resolution process. On an occasion that our Complaints team is unable to contact you to discuss your complaint or to provide a proposed resolution, we will send a correspondence to your last known address stating that we are unable to contact you and included are details of the contact attempts and an invitation to contact Eftel to discuss the Complaint within a specific timeframe of no less than 10 working days. Complaint case will only be closed with your consent or if resolution is accepted by you. A written confirmation of the Resolution will be provided and sent within 5 working days.

5 Urgent Complaints TIO Threats and Recurring issues are considered by Eftel as Urgent complaints which will be handled with priority. Our guiding principles will still be followed to seek fair and just resolution. Resolution will be provided by the Complaints team within 2 working days after the complaint is received, but if determined that it cannot be resolved within that timeframe, you will be advised before the 2nd day of the reasons and the specific timeframe for the completion of the resolution. Resolution Turn-around time Billing & Payments Dispute - Administration Charges Dispute Back billing Dispute - Usage Charges Payment not applied / incorrectly applied Payment not authorised 2-3 weeks for refund to be processed Payment not cancelled 2-3 weeks for refund to be processed Payment service - still restricted Cancelled in Error Non-payment System Error Other payment method Credit / Adjustment / Refund Discounts Early termination fee Statement - Billing Details Not Updated Statement - Billing Notification Statement - Did not receive / delayed Statement - Bill Details / Insufficient itemization Collections/Winback Customer Service Sales Provisioning Sales Verification Technical Support Agent Business Hours Time and frequency of calls Language Barrier Product / Plan Availability Customer Care

6 Contact Details not updated Credit Check Cooling Off Period ID Verification Process Sales verification process Processes Continued Calls (After PVP/ payment arrangement) Bankruptcy D&B Account Debt Collections Churn Loss - Not Authorised Churned Account Not Cancelled Churn to AaNet - Not Authorised Delay: Existing service Delay: New Service Tech Appointment Number Allocation Failure to provide contract SFOA not provided Provisioning Alleged Breach by Eftel Alleged Breach by other than Eftel Life threatening calls (not from Eftel) Privacy Account Permission Unable to assist unauthorised representative immediately Failure to add as Auth Rep immediately Do Not Call Claims Already on National Register immediately Claims Already on our Internal List immediately General DNC Complaint (Other than Request to immediately add)

7 ADSL/DU - Drop-outs / Disconnections ADSL/DU - Browsing Issues ADSL/DU - Speed Issues ADSL - No Sync ADSL - No Auth Telephony Mobile Phone MWB VOIP Coverage Network Outage Missed Appointment Faults 5-7 business days 3-4 business days Depends on the ETR declared by Telstra Wholesale Depends on the next available schedule of the Technician Delayed/Not received Faulty Not Supported by AaNet Warranty Claims EQUIPMENT / HARDWARE 3-5 business days 3-5 business days 3-5 business days Self-help guides Call drops IVR Wait time Website IVR / QUEUE Depends on the ETR provided by main office Depends on the ETR provided by main office Depends on the ETR provided by main office Depends on the ETR provided by Marketing Infinite Rewards Reseller Depends Third Party Technician THIRD PARTY ACTIVITIES Depends on the ETR provided by 3rd party Depends on the ETR provided by 3rd party Depends on the ETR provided by Telstra MOBILE PREMIUM SERVICES

8 Barring not activated Opt-out not activated Premium Service Provider Issues If you are still unhappy with Eftel If you are unhappy with our efforts to resolve your complaint or problem, then you have the right to ask to have your complaint referred to a higher level within our customer service centre. We will have one of our complaint managers review your problem and provide you with a prompt response. You can also get an independent review of your complaint. If you remain unhappy with our resolution of your complaint, you also have the right to refer the complaint to the Telecommunications Industry Ombudsman (TIO) The TIO is a free and independent alternative dispute resolution scheme for small business and residential consumers in Australia, who have a complaint about their telephone or Internet service. Telecommunications Industry Ombudsman Free call: Website: TTY: Translator & Interpreter Service: