Complaints Handling Policy
This policy explains how to complain about VoxaLink and how we will handle the complaint. It is written to meet the Telecommunications (Consumer Complaints Handling) Industry Standard for complaints about carriage services we supply. It also covers non-telco complaints about billing, the portal, the app and privacy (privacy has extra steps in the Privacy Policy).
Contents
1. How to make a complaint
A complaint is an expression of dissatisfaction about a VoxaLink service where you want a response or resolution. An initial support request is not a complaint until you tell us you are dissatisfied with the outcome or you ask us to treat it as a complaint.
You can complain by emailing complaints@voxalink.cloud, by emailing support@voxalink.cloud and asking us to treat it as a complaint, or by writing to 81 Mooramie Ave, Kensington NSW 2033. We do not charge you to make a complaint.
Please include your name, account or company name, the service or number the complaint is about, what happened, when it happened, and what you want us to do. If someone complains on your behalf, we will need authority to deal with them.
If you have hearing or speech difficulty, you can use the National Relay Service and ask them to contact us. If you need an interpreter, tell us and we will arrange a reasonable way to communicate.
2. Who this covers
Direct customers complain to us. End users of a direct customer should usually go through their administrator first, but they can complain to us if the complaint is about a service we supply.
If you buy through a reseller, complain to the reseller first. If the complaint is about a carriage service for which VoxaLink is the provider of record, the reseller must escalate it to us, and you may also contact us directly at complaints@voxalink.cloud.
3. How we handle a complaint
We will acknowledge a complaint within 2 working days. We will try to resolve it at first contact where we can.
For a standard complaint, we will propose a resolution within 10 working days after we receive it. If you agree, we will implement that resolution within 5 working days unless we agree a later date with you.
A complaint is urgent if you have asked for financial-hardship help and the complaint could make that worse, if you receive priority assistance, or if we have disconnected or are about to disconnect a service without following the required process. We will propose a resolution for an urgent complaint within 2 working days.
If we need more information from you, the clocks above pause until we receive it. If the delay is our fault, they do not pause.
4. Network-outage complaints
If your complaint is about a network outage affecting a service we supply, we will handle it under this policy and under the outage-complaint rules that apply to carriage service providers. We will tell you what we know about the outage, what we are doing, and when we expect service to return, as that information becomes available.
5. If you are not satisfied
If your complaint is that we blocked, over-stamped or suspended a service because of a suspected scam, spam or illegal-use risk, we will review it under this policy and the Scam, spam and disruption policy. That is not a credit-management disconnection and the unpaid-bill notice periods do not apply. We may keep the disruption in place while we review, and we may not be able to tell you everything a regulator or police have asked us to keep confidential.
If we cannot resolve the complaint, we will tell you that and how to take it further.
For a telecommunications complaint, eligible residential and small-business customers can contact the Telecommunications Industry Ombudsman. The TIO is free for those customers. You should usually give us a chance to fix the problem first.
TIO website: tio.com.au. Phone: 1800 062 058 or (03) 8600 8700, 8.00am to 8.00pm Monday to Friday Australian Eastern time. Post: PO Box 276, Collins Street West, VIC 8007.
You may also contact the ACMA about telco rules, the ACCC or your state consumer-affairs agency about Australian Consumer Law, and the OAIC about privacy.
6. Records
We keep a record of complaints and their outcomes for at least two years, or longer if a law requires it. We use those records to improve the services and to meet our regulatory duties.