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Complaints Policy
Hello Mobile aims to provide the highest level of customer service, which includes
the handling of complaints. The complaints handling policy was created to be able
to provide a fair and efficient mechanism to handle customer complaints.
This policy has been developed by Hello Mobile in accordance with the ACIF Industry
Code complaints handling as well as Telecommunications Consumer Protections Code
(TCP Code).
Similarly, if you feel that a breach of the Competition and Consumer Act (CCA) had
been committed, you are advised to raise a complaint on the matter. Hello Mobile
treats all such complaints very seriously and will be dealt with accordingly.
It should also be noted that an authorised representative or advocate may make a
complaint on a customer’s behalf. Such authority must be completed with the
Customer Service team prior to the representative making a complaint on a customer’s
behalf. If you have a disability, you may either call the Customer Service team
or appoint an authorised representative to raise the complaint on your behalf.
No legal rights arise under this document.
How to Lodge a complaint
Complaints can be lodged:
- By Phone:1
300 126 999
- By Fax:1 300
722 908
- By Email: support@hellomobile.com.au
- By Post:TPC Customer Service
Suite 11.03, Level 11, 201 Kent Street,
Sydney, NSW 2000, Australia
Free of charge
We will not charge you for dealing with your complaint in most instances, and we will never charge you without telling you first.
We may charge you to recover our costs in very specific circumstances only, i.e. we may charge you where you request information that was collected more than two years ago or where you request information that is not free of charge as per our Standard Form Customer Contract or our Critical Information Summary.
If cost recovery charges apply, we will tell you before charging you (and you may of course choose not to pay and discontinue your complaint) and we will inform you about your options for external dispute resolution, e.g. the Telecommunications Industry Ombudsman (TIO).
What we will do
When you speak to a Hello Mobile customer consultant they will always provide you with their name and try to resolve the complaint on the spot. Otherwise we will give you a unique reference number or similar to enable you to easily follow up on your complaint and we will also give you an indicative timeframe for resolving your complaint.
Our goal is to always fix your problem during your first contact with us. Sometimes this is not possible and we need to investigate the matter. We will then agree with you on how to fix your problem (this may include waiving of fees or other commercial solutions) and advise you accordingly within 15 working days of receiving your complaint. Occasionally it may take longer than 15 working days to investigate your problem and in this case we will explain why and give you a new expected timeframe. If the delay is more than 10 working days (and is not the result of a Mass Service Disruption) we will also inform you about your options for external dispute resolution such as the TIO. Once we agreed on how to fix your problem, we will implement all actions required to fix the issue within 10 working days, unless you agreed otherwise or unless you have not done something that we needed you to do and we cannot proceed because of this. Written complaints will be acknowledged within five (5) working days unless the issue has been determined to be an urgent complaint in which case, a response will be given within two (2) working days.
An urgent complaint is a complaint where:
a) A complaint is made by a Customer who has applied for or has been accepted as
being in Financial Hardship under the Financial Hardship policy and where the subject
matter of the Complaint can be 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.
c) It involves a Priority Assistance Customer and their service for which they are
receiving Priority Assistance.
A case number will be allocated to you in order to facilitate follow ups on the
progress of your complaint. You will be informed of any proposed resolution and
will only implement the resolution upon acceptance of that proposed resolution.
Hello Mobile prefers to deal with complaints and enquiries by phone as this provides
a quicker response time.
Escalation of complaints
If you are not satisfied with the resolution or the investigation of your complaint,
then you may request to have a supervisor review your complaint. The supervisor
will try to provide a resolution as quick as possible.
If all avenues of addressing your complaint has been exhausted or you find that
the resolution to your complaint is still unacceptable. You can ask the Telecommunications
Industry Ombudsman (www.tio.com.au)
for assistance.