Voipex Complaints Escalation Process

Home / Support /

Voipex Complaints Process

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 C628:2012 (TCP Code) and responsibility for compliance with the process lies with our Chief Executive Officer.

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 very specific circumstances only, i.e. we may charge you where you request information that was collected more than two years ago or where you request information that is not free of charge as per our Standard Form Customer Contract or our Critical Information Summary.

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).

Step 1 - Initial Contact

Please contact Voipex via one of the methods listed on our contact page, or alternatively you can contact us through our General Support online form.

Complaint Acknowledgement Time Frames

Where a complaint is made via writing, email, or online form a representative will acknowledge your complaint and provide a reference number by 6:00 PM the next business day.

Where a complaint is made via the phone a representative will acknowledge your complaint and provide a reference number straight away. Calls made to our 1300 797 743 phone number will be charged to you by your telephone service provider at the rate for 1300 calls.

Of course you can appoint an authorised representative or advocate to make a complaint on your behalf. You can find information on adding an Authorised Representative to your account here: http://www.voipex.com.au/site/support/billing#auth_rep

You can follow up on your complaint by contacting us via email at support@voipex.com.au or phone at 1300 797 743.

Complaint Resolution Time Frames

Our goal is to always 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 advise 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 new expected timeframe.

If the delay is more than 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 agree on how to fix your problem, we will implement all actions required to fix the issue within 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.

When 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.
  • If your service has been disconnected or is about to be disconnected and due process has not been followed.

In this case we will agree with you on how to address the issue and implement all required actions to fix the issue within 2 working days. If there is a delay, we will explain why, provide you with a new expected timeframe, and if it is a longer delay also inform you about your options for external dispute resolution such as the TIO.

Step 2 - Escalation to Management

If the representative is unable to resolve your complaint, or you are dissatisfied with the resolution the complaint will be escalated to a manager to investigate. Please be aware that a manager may not be immediately available to resolve your complaint. As such we would require that you provide the following details to allow a manager to contact you.

1. Your name or the name of a someone who can act on your behalf.
2. A preferred contact telephone number or email address on which you can be contacted during business hours.
3. A preferred date and time when we can contact you.

The manager will review your complaint and the resolution offered by the representative within 5 business days, at which time they may reiterate the resolution offered by the representative, or they may provide an alternate resolution to your complaint.

Step 3 - Other options

If you are unhappy with the resolution provided by the manager you can as a last resort contact the Telecommunications Industry Ombudsman (TIO) for independent advice. The TIO is an office of last resort and deals with complaints that consumers have not been able to resolve with their telephone or Internet company after exhausting all possible avenues directly with the company.

The TIO can be contacted via the following means:

Alternatively you can contact the Office of Fair Trading in your state or territory.