VostroNet aims to provide extraordinary technology services and support of our network. Please follow the steps below to raise and escalate your complaint.
You have a right to complain, and if you do, we will deal with your complaint in a fair, efficient, objective manner and through a transparent process.
We strive to solve any problems you may have during your first contact with us.
Our complaint handling process complies with the requirements of the Telecommunications Consumer Protections Code C628:2015 (TCP Code) and responsibility for compliance with the procedure lies with our Chief Executive Officer.
Free of charge
We will not charge you for dealing with your complaint in most instances, and we will never charge you without telling you first.
We may charge you to recover our costs in particular circumstances only, i.e. where you request information that is not free of charge as per our Critical Information Summary or General Terms & Conditions.
If cost recovery charges apply, we will tell you before charging you (and you may, of course, choose not to pay and discontinue your complaint) and we will inform you about your options for external dispute resolution, e.g. the Telecommunications Industry Ombudsman (TIO).
How to make a complaint
We will help you formulating, lodging and progress your complaint if you request this.
Of course, you can appoint an authorised representative or advocate to make a complaint on your behalf.
What we will do
We will acknowledge your complaint immediately if you talked to us over the phone, and within two (2) working days if you have lodged your complaint through another channel such as email or chat.
When we acknowledge your complaint, we will give you a unique reference number (ticket number) to enable you to quickly follow up on your complaint. We will also give you an indicative timeframe for resolving your complaint. You can follow up on your complaint by telephone in Australia on 1300-262-047 or New Zealand on 0800-778-893 or email us at [email protected].
Our goal is to fix your problem during your first contact with us.
Sometimes this is not possible, and we need to investigate the matter. We will then agree with you on how to fix your problem (this may include waiving of fees or other commercial solutions) and advise you accordingly within 15 working days of receiving your complaint. We will notify you in writing if you request this.
Occasionally it may take longer than 15 working days to investigate your problem, and in this case, we will explain why and give you a newly expected timeframe.
If the delay is more than ten (10) working days (and is not the result of a Mass Service Disruption), we will also inform you about your options for external dispute resolution such as the TIO.
Once we agreed on how to fix your problem, we will undertake the actions to fix the problem within ten (10) working days, unless you agreed otherwise or unless you have not done something that we needed you to do and we cannot proceed because of this.
If your complaint is urgent
Your complaint will be treated as urgent
- if you have applied for being in financial hardship under our Financial Hardship Policy and the issue you are complaining about directly contributes to the Financial Hardship you are experiencing, or
- if your service has been disconnected or is about to be disconnected and due process has not been followed, or
- if you are receiving Priority Assistance (e.g. because of a severe medical condition) for the service you are complaining about.
In this case, we will agree with you on how to address the issue and implement all required actions to fix the problem within two (2) working days. If there is a delay, we will explain why, provide you with a newly expected timeframe, and if it is a longer delay also inform you about your options for external dispute resolution such as the TIO.
If you tell us that you are not satisfied with the complaint timeframes, its progress or the outcome or if you tell us your complaint ought to be treated as urgent, we will escalate your complaint internally. If you are still dissatisfied, we will inform you about your options for external dispute resolution such as the TIO.
We will never cancel your service only because you have contacted an external dispute resolution scheme.
You can contact the TIO as follows:
Alternatively, you can contact the Office of Fair Trading in your state or territory.
VostroNet is a member of the Telecommunication Industry Ombudsman. You may view our member status at any time on the TIO website at https://www.tio.com.au/members/members-listing/VOSTRO