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 business days.

  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 investigation

  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 455 620 (9am - 5:30 pm EST Mon to Fri, excluding public holidays) to opt-out of receiving telemarketing.
  

• How we 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.