Complaints Handling

Indigo Telecom (Australia) Pty Ltd ACN 125 636 599

At Indigo Telecom we strive to provide our customers with unsurpassed customer care every time they choose to connect with us. Our Complaints’ Handling Policy is designed to ensure that customers who experience difficulty with any of our products or services have all the necessary information at hand for them to take whatever action they deem necessary to resolve their concerns.

Our customer’s opinion really matters. Whether it’s a compliment or complaint, we would appreciate hearing from you.

Feedback from our customers’, whether positive or negative, always provides us with an opportunity to take decisive action to rectify customer concerns and/or service related issues, and improve the quality of service and care provided by us, while also recognising the efforts of individuals providing outstanding customer care.

Whenever you contact Indigo’s Customer Care Team, we will: -

• Be courteous;
• Be willing to assist you and be responsive to your needs;
• Treat you efficiently, fairly, and professionally;
• Provide verbal and written communication to you that is clear, concise, accurate and complete;
• Demonstrate professional, accurate information on Indigo Telecom’s products and service;
• Take decisive and timely action to rectify any errors or if we get something wrong; and
• Use your feedback and comments to make improvements to our products and service.

How do I make a complaint?

First Contact
If you have a problem, or if our service has not met your expectations, our Customer Care Team will try to remedy your concern immediately. There may however be times when an issue you raise is not able to be resolved immediately, possibly requiring further investigation by one of our staff or management. If this is necessary, we will agree an appropriate course of action and timeframe for resolving your matter with you.

We are committed to resolving all customer concerns immediately, however if further investigation is required, we will commit to have your matter resolved within five (5) business days.  During this time we will keep you abreast of the progress being made to resolving your concern within the timeframe agreed by us. 

There are a number of ways to contact us, including: -

By phone:
1300 848 729

By email:
customercare [at] indigotelecom [dot] com [dot] au

Facsimile:
+61 7 3838 0203

In writing (Standard Post);
Operations Manager – Customer Care
GPO Box 5243
Brisbane, 4001
Queensland, Australia

So that we can acknowledge receipt of your letter, please advise us of your preferred telephone number during business hours so that we can acknowledge receipt of your letter.

Would you like someone else to act on your behalf?
You can have someone else represent you or speak to us on your behalf. This may be a family member or relative, friend, a carer or an advocate. If so, we will need your verbal or written permission. You can arrange this by calling our Customer Care Team on 1300 848 729 advising them of that nominated person. We will add them to your account as an “authorised representative”.

What if I have raised my complaint and I am not satisfied?
If you are not satisfied with our review of your complaint or with the way in which we have handled the matter you can seek advice from the Telecommunications Industry Ombudsman (TIO).

The TIO is an alternative dispute resolution scheme for small business and residential consumers who have a complaint about their telephone or internet service. The TIO is a free service. You can refer a complaint to the TIO at any time. You do not have to go all the way through our review process before approaching the TIO. You should note however that the TIO service is intended as a "last resort", which means that you should give Indigo Telecom an opportunity to resolve your complaint before you take it to the TIO.

The TIO's website can be found at: www.tio.com.au

How do I contact the TIO?

Telephone:
1800 062 058

Facsimile:
1800 630 614

Translator:
13 14 50

Email:
tio [at] tio [dot] com [dot] au

Postal Address
Telecommunications Industry Ombudsman
PO Box 276
Collins Street West
Melbourne, 8007
Victoria, Australia

How long should it take for my complaint to be resolved?
Regardless of how you choose to communicate your complaint to us, we will always endeavour to resolve your concerns immediately. In instance where this is not reasonably possible we commit to resolving your matter within five (5) business days from receipt of your complaint.

We endeavour to acknowledge e-mails received by us within one (1) hour, and letters within one (1) business day of receipt, provided you have included your preferred business hours telephone contact information.

If your concern is more complex, we might require more time to escalate and properly investigate the matter, advising you immediately we become aware that additional time will be required to resolve your matter.

At that time we will let you know: -

• What action we propose taking;
• Approximately how long it will take to complete our investigations and resolve the matter;
• To whom the matter has been escalated; and
• Advise you of a customer care reference number - so that you can make further enquiries about your complaint.

If your matter has been escalated we undertake to complete all investigations and provide you with a full response to your complaint within 30 calendar days.

Our commitment to your privacy
Indigo Telecom is committed to the protection of customer personal information. Indigo Telecom is subject to the requirements of the Telecommunications Act 1997, the Privacy Act 1988, the Telecommunication Industry Ombudsman Scheme and the ACIF Code of Practice. This includes our Privacy Policy which has been designed to ensure that our customer’s personal information is protected.

Privacy Complaints
If you feel that we may have breached your privacy or our Privacy Policy, you may contact us in writing (e-mail, facsimile or letter) to:

Operations Manager – Customer Care
GPO Box 5243
Brisbane 4001
Queensland, Australia

Following our written response to you regarding your correspondence to us alleging breach by us of your privacy or our Privacy Policy, if you are not satisfied with the response you have received from us, you can write to the Privacy Commissioner at the following address:

Privacy Commissioner
GPO Box 5218
Sydney 2001 
NSW, Australia