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Customer Complaints Policy

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1. Purpose

Voipsol is committed to delivering customer service and fostering a constructive and professional relationship with its customers at all organisational levels. Voipsol has established a formal Complaints Policy Procedure designed to ensure that all complaints are managed in a prompt, efficient, and effective manner.

As a customer of Voipsol, you are entitled to lodge a complaint with the company. This document sets forth the policy and procedural framework for addressing both verbal and written complaints.

Customers are encouraged to contact our customer service team, where every reasonable effort shall be made to address and resolve any issues with our services at the earliest opportunity.

2. Definitions

  • 2.1. TIO refers to Telecommunications Industry Ombudsman, an alternative dispute resolution mechanism for residential and small business consumers regarding disputes with telecommunications service providers. The TIO may assist in circumstances where efforts to resolve a complaint directly with your telecommunications provider have been unsuccessful.
  • 2.2. Office of the Australian Information Commissioner (OAIC) refers to an independent regulatory authority responsible for matters related to privacy, data protection, and access to information under the Privacy Act 1988 (Cth) and related legislation.

3. Our Responsibilities

  • 3.1. Voipsol shall ensure that all complaints are handled in accordance with applicable laws and industry standards, demonstrating a commitment to fairness, efficiency, and transparency. To do so, Voipsol shall:
    • i. implement and maintain a fair, efficient, and structured procedure for the management and resolution of complaints.
    • ii. provide customers, including those with disabilities or special needs, with accessible and equitable access to the complaints handling process.
    • iii. keep customers informed regarding the status of their complaint, including updates on progress and anticipated timeframes for resolution.
    • iv. conduct quarterly reviews of complaints received to evaluate and enhance the quality of its customer service standards.

4. Complaint Handling

Voipsol shall manage and address all complaints in compliance with applicable laws, ensuring fairness, transparency, and efficiency in the handling process.

  • 4.1. Upon receipt of a complaint, Voipsol will acknowledge the complaint via telephone or written communication within 2 business days.
  • 4.2.In the case of urgent complaints, including but not limited to those involving financial hardship (as per our Financial Hardship Policy), imminent service disconnection, or Priority Assistance (e.g., for medical reasons), Voipsol will prioritize such complaints and seek to resolve them within 2 business days. If resolution within this timeframe is not feasible, Voipsol will provide an explanation for the delay and the reasons necessitating additional time.
  • 4.3. Voipsol will keep the complainant informed regarding the status of the complaint, including any proposed actions and an expected resolution timeframe.
  • 4.4. Voipsol's objective is to resolve complaints in a timely manner, with the general expectation of resolution within 30 calendar days.
  • 4.5. In instances where complaints are complex and require additional time, Voipsol may take longer than 15 business days to resolve the matter. In such cases, regular updates will be provided on the progress of the complaint and the anticipated timeframe for resolution.
  • 4.6. Voipsol will inform the complainant of the outcome of their complaint. If requested by the complainant, the outcome will be communicated in writing.
  • 4.7.Voipsol reserves the right to impose a charge for handling a complaint under special circumstances, such as where the retrieval of records archived older than 24 months is required.
  • 4.8. Complaints should generally be free of charge.
  • 4.9. Provided, in the event that a charge is deemed necessary, Voipsol will not impose such a charge without prior discussion with the complainant. Should the complaint be upheld in favor of the complainant, and a charge for complaint handling fees was imposed, Voipsol will refund the full amount of the fees within 30 days of the final decision.

5. Step of Step Procedure

  • 5.1.Step one
    • i. Should you have a grievance regarding any aspect of your account or interactions with Voipsol, you are encouraged to contact our customer service department in the first instance.
    • ii. Calls to our customer service department are charged at local rates. Should you prefer to submit your grievance in writing, we will provide a written acknowledgment of receipt and confirm any details in writing upon your request.
    • iii. You are entitled to appoint an authorized representative or advocate to act on your behalf when interacting with us. Please refer to our website for the applicable procedure and the necessary form for appointing such a representative. Voipsol will provide assistance in clarifying and formulating your grievance during your communication with us.
    • iv. Grievances may also be submitted through any other contact methods listed on our website. If you require an alternative method to lodge grievance, please inform us, and we will make reasonable accommodations where practicable.
  • 5.2.Step Two
    • i. All grievances lodged with the company are subject to oversight by our customer service management
    • ii. Should a grievance not be resolved during the initial communication, Voipsol may undertake an investigation into the matter. This process may take up to 15 business days, or longer, in which case we will provide updates detailing the reasons for the delay and the expected timeframe for resolution.
    • iii. If the resolution provided is deemed unsatisfactory, you may request that your grievance be escalated to senior management. Upon such a request, Voipsol will ensure that a representative of senior management addresses the grievance at the earliest possible opportunity, subject to availability.
  • 5.3.Step Three
    • i. Upon resolution of your grievance, Voipsol will provide written confirmation of the outcome within 10 business days.
    • ii. In the event that your grievance is not resolved to your satisfaction by Voipsol, you may have the right to escalate the matter to an external authority, subject to the nature of your grievance.

6. TIO

If you cannot resolve your issue from the first point of contact, you may contact TIO, an alternative dispute resolution process, requiring the cooperation of both parties, to achieve an outcome that is fair and reasonable under the circumstances.

7. Scope of Complaints

  • 7.1. The TIO addresses complaints related to telecommunications services, including but not limited to:
    • i. Billing discrepancies;
    • ii. Telephone service faults;
    • iii. Unsatisfactory customer service;
    • iv. Disputes involving mobile phone contracts; and
    • v. Issues concerning internet access.

8. When to Contact the TIO

Prior to contacting the TIO, you are required to attempt resolution of the complaint directly with your telecommunications service provider. In most cases, disputes are resolved at this stage.

Should you remain dissatisfied with the resolution provided, you are entitled to escalate the matter by lodging a complaint with the TIO.

To lodge a complaint with the TIO, you may visit their website at http://www.tio.com.au/ or contact them by telephone at 1800 062 058 .

9. Fees

The services provided by the TIO are free of charge, and no fees are incurred for the investigation of your complaint.

10. Accessibility

For non-English speakers, the Commonwealth Government's Translating and Interpreting Service (TIS) is available by calling 131 450. Request to be connected to the TIO, and the TIO will bear the costs associated with the interpreter service.

Furthermore, the TIO provides informational materials in various languages for your convenience.

11. Prevent Unauthorized Disclosure of Personal Information by You?

  • 11.1. To protect your privacy, avoid sharing sensitive personal information through unsecured channels. Ensure you use strong, unique passwords and refrain from sharing account details with others.

12. Office of the Australian Information Commissioner (OAIC)

If you are still unsatisfied with the outcome, you can refer the complaint to The Office of the Australian Information Commissioner (OAIC).

To lodge a privacy-related complaint, you may contact the OAIC by telephone at 1300 363 992 or visit their website at https://www.oaic.gov.au/

13. Other Avenues for Complaint Resolution

  • 13.1. For specific telecommunications or trade practices issues, you may also consider lodging a complaint with:
    • i. The Fair-Trading Office in your respective state;
    • ii. The Australian Competition and Consumer Commission (ACCC); or
    • iii. Seeking independent legal advice from a qualified solicitor for alternative dispute resolution avenues.