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Services - Bouquets and Brickbats | ||||
| The following paragraphs lay out how we handle compliments and complaints. | |||
| A | GENERAL | ||
| A.1 | TECH 2U Internet Services ("The System") is operated by TECH 2U Internet Services Pty Limited ABN 64 1026 73638). | ||
| A.2 | Your access to and use of "The System" is subject to the standard terms, whether or not you become a customer of TECH 2U Internet Services Pty Limited. | ||
| A.3 | "The System" is intended for residents of Australia only and is governed by the applicable laws of New South Wales, Australia. | ||
| B | COMPANY POLICY | ||
| B.1 | TECH 2U is committed to providing a high level of service to its customers. If our service ever fails to meet your expectations or you have suggestions on how we can do better, please let us know. Many items on our service have come about from customer suggestions. . | ||
| B.2 | The complaint handling policy has been designed with the customer in mind while still meeting the requirements of the relevant Industry Code/s (ACIF Complaint Handling Code). | ||
| B.3 | We aim to resolve complaints at first point of contact. Where complaints are escalated directly to us by mail or via email on the web, we aim to respond to the complaints within 14 days of receipt. | ||
| B.4 | Complaints referred to us from outside sources such as the TIO (Telecommunications Industry Ombudsman), may take longer depending on the complexity of the matter. | ||
| B.5 | We aim to provide an efficient, fair and accessible mechanism for handling customer complaints. Including whereever reasonably possible ensuring that our complaint handling process is accessible to all customers, including those with disabilities and special needs. | ||
| B.6 | While our Customer Service Team will be your main point of contact within TECH 2U whether you wish to register a complaint about technical difficulties, ask about billing issues or complain about staff our senior management team will be supervising the process as it occurs. | ||
| C | THE PROCESS | ||
| The following steps lay out how we handle a complaint. | |||
| C.1 | Step 1. Is to call us on 02 9499 7602 or 1300 36 36 41 (local call from within Australia). | ||
| C.2 | Step 2. Is to explain to us why you feel you have a complaint | ||
| C.3 | Step 3. Is we will investigate and provide you with an answer. | ||
| C.4 | Step 4. If your complaint isn't resolved to your satisfaction, you can ask to have your matter escalated to a supervisor. | ||
| C.5 | Step 5. If you are still dissatisfied with the supervisor’s handling of the complaint, you can request to have the matter referred to senior management for review. | ||
| C.6 | Step 6. If you are not satisfied with the steps taken by TECH 2U to resolve your complaint, or with the way in which we managed your complaint, you can seek further assistance from the TIO (Telecommunications Industry Ombudsman). This is an office of last resort. The Ombudsman will only investigate complaints if you have already attempted to resolve the complaint directly with TECH 2U. | ||
| C.7 | Step 7. To lodge a complaint with the TIO you can call on 1800 062 058 or write to – TIO PO Box 276 Collins Street West MELBOURNE VIC 8007 |
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| D | OTHER ITEMS | ||
| D.1 | We refer you to both our Standard Terms and Conditions and the Terms and Conditions specific to your particular service. | ||
| D.1 | You acknowledge that we advise you that any discussion with the TIO or other Third parties has implications regarding Privacy and you authorise us to speak to those parties about your specific enquiry. | ||
| D.1 | You acknowledge that specific feedback on staffing matters will be taken up as part of our staff development and training. Unless you specifically request otherwise compliments will be relayed to staff members as we deem appropriate. | ||
| E | Intentionally left blank | ||
| F | USE OF YOUR INFORMATION AND MATERIAL | ||
| F.1 | When you send us any feedback, suggestions, ideas or other materials in relation to or via "The System" , you agree that we can use, reproduce, publish, modify, adapt and transmit them to others free of charge and without restriction, subject to our obligations in our Privacy Statement. | ||
| F.2 | You acknowledge that we advise you that any discussion with the TIO or other Third parties has implications regarding Privacy and you authorise us to speak to those parties about your specific enquiry. | ||
| F.3 | You acknowledge that specific feedback on staffing matters will be taken up as part of our staff development and training. Unless you specifically request otherwise compliments will be relayed to staff members as we deem appropriate. | ||
| G | Intentionally left blank | ||
| H | Intentionally left blank | ||
| G | GENERAL MATTERS | ||
| I.1 | This agreement is governed by the law in force in the State of New South Wales, Australia, and the parties irrevocably submit to the non-exclusive jurisdiction of the courts of New South Wales, Australia and courts of appeal from them for determining any dispute concerning this agreement. | ||
| I.2 | If any of these Terms of Use are invalid or unenforceable, it will be struck out and the remaining terms will remain in force. | ||
| I.3 | If we do not act in relation to a breach by you of these Terms of Use, this neither constitutes an acceptance of your action, nor does it waive our right to act with respect to this or subsequent or similar breaches. | ||
| Copyright TECH 2U Internet Services Pty Limited. All rights reserved. Change History 1st March 2016: Change TECH 2U Pty Ltd to TECH 2U Internet Services Pty Ltd 26th September 2008 : Existing Policy Document added to website | |||
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