Maxinet's Complaint Handling Process
Maxinet is an organisation of people, and as people, from time to time we get things wrong. And the nature of the services we provide is such that sometimes, things break . we are no different to any other provider in that way. Where we are different is that we own up to our mistakes, and we work hard to rectify them to ensure you get the best possible solution in the circumstances.
Nevertheless, sometimes there may be reason for you to lodge a complaint, and this document is designed to facilitate you doing so, in line with our requirements under the Telecommunications Consumer Protections Code (TCP Code).
Definition of Complaint
Quite simply, .Complaint. means an expression of dissatisfaction. However an initial call to request a service or information or to request support is not necessarily a Complaint.
Under the TCP Code, Consumers or former Customers have a right to make a Complaint and a proposed resolution must be accepted before Maxinet is required to implement it.
Lodging a Complaint
You can lodge a complaint by telephone, letter, fax or by sending an email to firstname.lastname@example.org
We will try to resolve your complaint when you raise it, however some complaints will take longer to investigate than others. We will acknowledge your complaint immediately when you talk directly to us, or within 2 business days if you lodge your complaint in writing. When we acknowledge your complaint we will provide you with an estimate of how long it will take us to properly investigate and address your concerns should a simple resolution not be achievable.
Lodging an Urgent Complaint
If your complaint is classified as urgent, it will receive the highest priority. Urgent Complaint means a Complaint where
(a) the Complaint is made by a Customer who has applied for or has been accepted as being in Financial Hardship under that Supplier's Financial Hardship policy and where the subject matter of the Complaint can reasonably be presumed to directly contribute to or aggravate the Financial Hardship of that Customer; or
(b) disconnection of a service is imminent or has occurred and where due process has not been followed; or
(c) it involves a Priority Assistance Customer and the service for which they are receiving Priority Assistance
When we acknowledge your complaint, we will provide the name of the person who will be dealing with it, and their contact details. You may liaise directly with this person for updates as required.
Once we have investigated your complaint, we will contact you with our proposed resolution. Our aim is to resolve all complaints in an objective , efficient and fair manner. However if you are not satisfied with our proposed resolution, you may take your complaint to an external dispute resolution organisation, such as:
- the Telecommunications Industry Ombudsman (TIO) www.tio.com.au;
- the Office of Fair Trading in Your State or Territory;
- for Australian Consumer Law matters, the Australian Consumer and Competition Commission (ACCC) www.accc.gov.au;
- for Telecommunications Consumer Protections Code matters, the Australian Communications & Media Authority (ACMA) www.acma.gov.au;
- for privacy issues, the Office of the Australian Information Commissioner (OAIC) www.oaic.gov.au