Complaints Handling Policy
At MyRepublic, we are committed to handling any complaints about our services in an objective, efficient and fair manner. If you are dissatisfied about any aspect of our services, you have the right to make a complaint to us. We will handle your complaint in accordance with this policy.
How do I make a complaint?
If, at any stage you feel you have a legitimate dispute arising from your contact with us, or regarding the service we provide you can request our staff member to lodge a complaint or you can contact us to make a complaint via the following:
|Phone||1300 130 888
Our general office hours are 8am – 10pm Monday to Friday AEDT
Our Technical Support Team is available 8am – 10pm Monday to Friday and 8am – 8pm AEDT on weekends
|MyRepublic Pty Ltd
PO BOX 7081 Alexandria, NSW 2015
*If you have hearing difficulties, please contact us in writing. If English is not your first language we will try to assign a Customer Service representative who speaks your language. If you have a disability or are disadvantaged, we can help you to formulate a complaint, or you may assign a family member, friend or other person as an advocate or authorised representative on your customer account, and that person may lodge a complaint on your behalf.
If you are currently suffering financial hardship please refer to our Financial Hardship Policy or contact us and we will treat your complaint as urgent.
What happens next?
Once you have contacted us, we will do everything possible to answer your question or provide a suitable solution while you are on the phone. Our aim is to resolve all complaints within first contact.
Acknowledgment of Complaint:
We will acknowledge your complaint immediately if you have contacted us by phone, online chat or by completing a feedback form on our website. If you have contacted us via email or post we will acknowledge your complaint in writing within two business days of receipt.
We will provide you with a unique complaint reference number so you can track and monitor your complaint. We will provide you with regular updates on the status of your complaint or you may contact us directly quoting your complaint reference number at anytime.
We will first assess your complaint, categorise it and assign a priority. Our categories follow the TIO framework including:
- Establishing a service
- Service delivery
- Payment for a service
- Customer service
Our priorities are non-urgent, escalated and urgent. For non-urgent complaints we will provide you with a proposed resolution plan within fifteen business days of receipt of the complaint (see below for Escalated and Urgent complaint processes). We assess all complaints on an individual basis and will inform you in writing of the steps and expected time to resolve depending on the complexity and seriousness of the complaint.
Complaints that are deemed to be vexatious or frivolous will be closed within five business days from receipt of the complaint. You will be offered options for external dispute resolution if this occurs.
We will not implement a proposed resolution plan to your complaint until we have discussed it with you and you accept it. Once both parties have agreed on the resolution plan we will confirm it in writing and implement the agreed resolution steps within ten business days. Occasionally resolution may take longer than ten business days when there are factors outside of MyRepublic’s control, however we will contact you directly to advise and provide you with a new timeframe.
If we are unable to contact you, we will write to you and request that you contact us to resolve the complaint. If we don’t hear from you within ten business days of writing to you, we will close your complaint.
If at any point you are not satisfied with the way in which MyRepublic are handling your complaint you may escalate your complaint to a Team Leader or Customer Service Manager via any of the channels above.
Once your complaint has been escalated, we will provide you with a prioritised resolution plan within five business days. At this time, if you are still not satisfied with the way in which your complaint is being handled, you may wish to discuss your complaint with the Telecommunications Industry Ombudsman.
We consider the complaint urgent if:
(a) The Complaint is made by a Customer who has applied for or has been accepted as being in Financial Hardship under MyRepublic’s Financial Hardship Policy and where the subject matter of the Complaint can reasonably be presumed to directly contribute to or aggravate the Financial Hardship of that Customer; or
(b) disconnection of a service is imminent or has occurred and where due process has not been followed; or
(c) it involves a Priority Assistance Customer and the service for which they are receiving Priority Assistance.
We immediately escalate urgent complaints to our dedicated complaint handling team, who are responsible for resolving the urgent aspects of the complaint within two business days.
What is the Telecommunications Industry Ombudsman?
In the unlikely event that we cannot resolve your complaint to your satisfaction, or within the agreed timeframes, you then have the option to forward your complaint to the Telecommunications Industry Ombudsman (TIO). Please note the TIO will only accept cases where you have first tried to resolve the issue with us directly.
We will not cancel your service on the sole basis that you have contacted an external dispute resolution scheme.
The contact details for the TIO are as follows:
Telecommunications Industry Ombudsman
PO Box 276
Collins Street West Melbourne VIC 8007
Phone: 1800 062 058
Fax: 1800 630 614
Email: [email protected]
Last updated: 11th September 2018