complaints process

Our complaints process is designed to encourage the fast and efficient resolution of your issue at the first point of contact. You can expect our Front Line CSR's to do all in their power to resolve an issue in the first instance.

If at any point you feel you have a legitimate dispute during interaction with us, which you feel is not being resolved, please ask the staff member to clearly explain your escalation options before proceeding.

step 1 - first contact

Customer Service Representative
A Customer Service Representative: Is empowered to resolve complex issues and first level complaints and make fair and reasonable customer service decisions	Customer Service Representative

step 2 - escalation to a manager

Customer Service Manager
A Customer Service Manager (or alternative if not available): Ensures you will always be given a name before the issue is escalated Can provide a call back at the time of your choosing if required Offers overall accountability for the outcome of your complaint	Customer Service Manager

step 3 - independent review

Business Improvement Team
The Business Improvement Team: Is responsible for TIO referrals Is responsible for process improvement and analysis of root cause information Acts as a fresh set of eyes and a 'neutral view' of your complaint Will utilise TIO Position statements and ACIF Codes of Practice as a basis for their evaluation.	Business Improvement Team

step 4 - what's next?

further options

After reviewing your case, the Business Improvement team will offer what iiNet considers to be a fair and reasonable resolution. If you remain unsatisfied the Business Improvement team will be able to offer further avenues, including access to Senior Management (a relevant Contact Centre Manager or our Managing Director) or, as a last resort the Telecommunications Industry Ombudsman for independent advice.

Michael Malone Managing Director Vernon Lawrence Contact Centre Manager

useful links

www.tio.com.au - 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. iiNet asks that if you do have an issue, you make reasonable attempts to resolve it with us first using our complaints process before contacting the TIO.

www.acif.org.au/home - ACIF is a member-funded organisation established in 1997 to facilitate communications self-regulation in the interests of both industry and consumers. iiNet participates in this forum and complies with documented ACIF codes.