You have the right to make a complaint and we will make sure you're happy with the proposed resolution of your complaint before we implement it.
In working with you to resolve your complaint, we will assess your complaint objectively and effeciently, and comply with all applicable sonsumer laws, and Telecommunications Consumer Protection Code.
How to make a complaint
The easiest way to lodge a complaint is to call our Customer Service team on 07-4051-9777 (Mon-Fri 09:00-17:00).
However, you can always make a complaint:
- directly at one of our stores;
- sending us a letter addressed to Shop 38, First Floor, Orchid Plaza, 58 Lake Street, Cairns QLD 4870.
Our aim is to ensure that our complaint handling process is available to all customers, including customers and former customers with disabilities, those suffering hardship (such as financial hardship) and those from non-English speaking backgrounds.
If you need assistance in formulating, lodging or progressing a complaint, please let one of our customer service representatives know. Alternatively you can appoint a Customer Advocate / Representative to make a complaint on your behalf. You should be present to authorise the person you wish to appoint.
If you are deaf of have a hearing or speech impairment you can use the services of the National Relay Service to make a complaint.
What happens when you make a complaint?
Our aim is resolve your complaint in an objective, efficient and fair manner. We will first acknowledge your complaint and then try to resolve it as soon as we can. Acknowledgement of your complaint will be made within 48 hours of its receipt.
It may not always be possible to resolve your complaint on the first call, for example, because records have to be reviewed or further enquiries have to be made. However, our aim is to resolve your complaint to your satisfaction within 15 working days or within time frames agreed with you. If we are unable to resolve your complaint within 15 working days we will let you know the reasons why this is the case.
- you have a complaint and you have applied for or have previously been in hardship under our Financial Hardship policy;
- are a priority assistance customer and the complaint relates to the service for which you receive priority. We consider that you require priority assistance under the following circumstances:
- visually impaired;
- hearing impaired;
- life threatening condition; or
- your complaint relates to an account where the account holder is deceased,
you should mention this at the time of making your complaint. Your complaint will then be escalated to a Team Leader to be resolved within 2 working days.
Please note that we will attempt to resolve Urgent Complaints within 2 working days, or in a time frame agreed with you. If we are unable to resolve an Urgent Complaint within 2 working days we will let you know the reasons why this is the case.
What happens if you are not happy with the way in which your Complaint has been handled ?
If you are not happy with the way in which the Navitel Representative handled your complaint, you can request to speak with a Supervisor. Where you have raised a matter with a Supervisor, the Supervisor will aim to resolve the complaint as soon as possible and within the time frames agreed with you.
If you remain unsatisfied with our handling of your complaint you have the right to ask the Telecommunications Industry Ombudsmen (TIO) to assist.
You can refer a complaint to the TIO at any time, although you will need to speak to us to attempt to resolve the matter prior to taking your complaint to the TIO.
To lodge a complaint with the TIO you can call 1800 062 058 (1800675692 from a TTY handset) or write to:
PO Box 276
Collins Street West
MELBOURNE VIC 8007