1300 728 884 or (03) 9436 4566

Our principles:

You have a right to complain, and if you do we will deal with your complaint in a fair, efficient, objective manner and through a transparent process.

We strive to solve any problems you may have during your first contact with us.

Our complaint handling process complies with the requirements of the Telecommunications Consumer Protections Code C628:2012 (TCP Code) and responsibility for compliance with the process lies with our Chief Executive Officer.

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).

How to make a complaint?

If you wish to complain, please contact us:

Step 1: First contact

Please contact DeVoteD through any of the means listed on our contact page. At first contact, you will initially be addressed by a Customer Service Representative (CSR).

A CSR is empowered to resolve complex issues and first level complaints and make fair and reasonable customer service decisions.

You will receive acknowledgement of your complaint – including a reference number - within 2 business days if you make your complaint in writing or via email. For complaints lodged in person or via the telephone, acknowledgement and your reference number can be provided immediately.

Step 2: Escalation to a Manager

If a CSR is not able resolve a complaint it can be escalated to a Manager or an appropriate alternative senior member of staff if a Manager is not available. In order to ensure that we’re able to address your query effectively, you’ll need to provide us with:

The manager will review the dispute and respond within 2 working days to attempt to resolve the complaint.

Step 3: Referred to Business Owner

If a manager is unable to resolve a complaint to your satisfaction, you can request that they provide you with a referral to business Owner.

The business owner will contact you within 1 working day of receiving the referral to acknowledge your complaint. The acknowledgement may be verbal (via telephone) or in writing (via email) at our discretion. You will also be provided with a unique reference number for your complaint. A response to your complaint will be provided to you within 2 working days of your complaint being lodged the business owner.

We aim to resolve all complaints within 5 business days from the date of initial lodgement. Complex problems will be resolved within 15 business days. We will contact you directly to advise and discuss a new timeframe in the event that a resolution may fall outside these timeframes.

If you are calling us from a landline, your call is billed as a local call. Note that calling us from a mobile may be more expensive.

We will help you formulating, lodging and progressing your complaint if you request this.

Of course you can appoint an authorised representative or advocate to make a complaint on your behalf. For help with how to appoint an authorised representative, please go to http://www.devoted.com.au/tcp-representative

What we will do:

Acknowledge...

We will acknowledge your complaint immediately if you complained in person or talked to us over the phone, and within 2 working days if you have lodged your complaint through any other channel including where you left a message on our answering machine (e.g. outside our office hours).

When we acknowledge your complaint we will give you a unique reference number or similar to enable you to easily follow up on your complaint. We will also give you an indicative timeframe for resolving your complaint. You can follow up on your complaint by calling us on 1300 728 884 or (03) 9436 4566 or emailing us.

...And Solve

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. We will advise you in writing if you request this.

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.

What if your complaint is urgent?

Your complaint will be treated as urgent

In this case we will agree with you on how to address the issue and implement all required actions to fix the issue within 2 working days. If there is a delay, we will explain why, provide you with a new expected timeframe, and if it is a longer delay also inform you about your options for external dispute resolution such as the TIO.

If you are unhappy with our efforts:

If you tell us that you are not satisfied with the complaint timeframes, its progress or the outcome or if you tell us your complaint ought to be treated as urgent, we will escalate your complaint internally. If you are still dissatisfied, we will inform you about your options for external dispute resolution such as the TIO.

We will never cancel your service only because you have contacted an external dispute resolution scheme.

Telecommunications Industry Ombudsman (TIO)

The TIO is an office of last resort?to be involved once all above other avenues for dispute resolution have been explored. The TIO provides independent, just, informal and speedy resolution of telephone complaints and disputes. Its service is free to consumers.

You can contact the TIO as follows:

Phone: 1 800 062 058
Fax: 1 800 630 614
Online: http://www.tio.com.au/making-a-complaint

The services of the TIO are free of charge.