complaints We know we make mistakes sometimes...
You can post a written complaint using a mail delivery service adddressed to "Customer Relations c/o Switched On Australia, PO Box 7713, St Kilda Rd, VIC 8004."
You are able to send an email directly to info@switchedon
australia.com with the details of your complaint and any documentation. You can also use the below form to submit a complaint using the internet
Speak to one of our customer service staff on 1300 455 620 between the hours of 9:00 am and 5:30 pm, Mon-Fri (excluding public holidays).
You are able to fax us a complaint and any documentation at 1300 038 595.
Further information on how we handle complaints can be found in our complaints handling process document available here.
When we receive a complaint
What we aim
to do when you make a complaint
When you call Switched On, out
customer service representative will aim to resolve your issue
with you on the spot.
When you email or write to us we
aim to acknowledge emails, letters and faxes within two
If we need to investigate your complaint further, we aim to resolve it, or tell
you what we're doing to resolve it, within five business days.
While your complaint is being investigated, we will provide you with updates of
our progress so that you are aware of what is happening with your complaint.
We will aim to resolve your complaint within 15 business days of you raising it.
If you would like further
If you are not satisfied with the resolution or the investigation of your
complaint it will be escalated to the the next level of management, or a
Case Manager in a specialised customer relations area. The manager of your
complaint will deal with you personally to discuss your complaint and the
resolutions you have been offered.
If we remain unable to resolve your complaint to your satisfaction you can
contact the Telecommunications Industry Ombudsman (TIO). The TIO is an
office of last resort for complaints about telecommunications services.
Switched On asks that
if you do have a complaint, you give us the chance to resolve it before
going to the TIO. If you have not raised the complaint
with Switched On previously, the TIO will instruct you to contact us and
attempt to resolve the complaint prior to contacting them further.
If you do
not want telemarketing calls from Switched On
If you do not want to receive telemarketing calls
from us, please call us on 1300
(9am - 5:30 pm EST
Mon to Fri, excluding public holidays) to opt-out of receiving
classify an 'Urgent Complaint'
While we try to resolve all complaints in a timely manner, we realise that some complaints will need to take
precedence over others. We refer to these as "urgent complaints" and they include the following:
(a) customers who fall under our financial hardship policy where the issue relating to the complaint might contribute to that customer's financial hardship;
(b) the disconnection or imminent disconnection of a customer's service where we haven't followed the right process in disconnecting their service; and
(c) the service of one of our Priority Assistance customers.