Complaints escalation process
This article will outline our Complaints Escalation Process.
Our complaints process is designed to encourage the fast and efficient resolution of your issue at the first point of contact. While we will always aim to provide you with awesome customer service, we recognise that you may wish to express dissatisfaction with our products, services, staff or procedures.
During the course of your complaint, we will aim to tailor any proposed resolutions to provide a fair and reasonable outcome to all parties involved. Once accepted, we will aim to deliver our mutually agreed resolution to you within 10 business days, or 2 business days where the complaint is urgent.
Please follow the steps below to raise and escalate your complaint. In the event that you require assistance with making a complaint, our staff at each stage of the process will be more than happy to assist. If you believe your complaint is urgent, please see the following section of this page.
NOTE: If you would like to nominate an authorised representative/advocate to make a complaint on your behalf, please authorise them during your first contact with us.
Step 1: First contact
To begin any complaint, please contact iiNet through any of the means listed on our contact page. Calling us is recommended for the swiftest response; email (or postal mail) should be used as a last resort if you have no access to a working phone service.
Alternatively, you may email us and your complaint will be passed to the correct department.
First contacts will 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 via email or in writing. Please note that complaints sent via postal mail are subject to the delivery timeframes of the postal service. For complaints lodged in person or via the telephone, acknowledgement and your reference number can be provided immediately.
Step 2: Escalating your complaint
If a CSR is not able resolve a complaint, they can escalate it to a Customer Service Manager (CSM). In order to ensure that we’re able to address your query effectively, you’ll need to provide us with:
- A preferred telephone number and/or email address or that you can be reached on during the day
- If you haven’t provided it yet, the username of your iiNet account
The CSM will review the dispute and attempt to resolve the complaint.
If a CSM is unable to resolve a complaint to your satisfaction, you can request that they escalate your complaint further to a Senior Customer Service Manager (SCSM).
Step 3: Referral to Contact Centre Manager (CCM)
If a SCSM is unable to resolve a complaint to your satisfaction, you can request that they provide you with a referral to a Contact Centre Manager (CCM).
The CCM will review your complaint and contact you within 2 business days and attempt to resolve the complaint.
Step 4: Referral to Customer Relations
If a CCM is unable to resolve a complaint to your satisfaction, you can request that they provide you with a referral to the Customer Relations team.
A member of the team 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 with Customer Relations.
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.
Step 5: Further options
You will find the majority of matters can be handled by iiNet’s internal processes and we do ask that you first allow us the opportunity to exhaust all avenues in resolving your complaint. However, if you are not satisfied with our handling of your complaint and you have escalated this within iiNet, as a last resort you may seek complaint mediation or further assistance from the Telecommunications Industry Ombudsman (telephone 1800 062 058) or the fair trading department in your state or territory.
You can check up on the progress of your complaint at any time by calling us on 13 22 58 and quoting the complaint reference number. If you are a current customer you can also check up on the progress of your complaint in Toolbox.
We will advise you either verbally (via telephone) or in writing (via email) of the outcome of your complaint. If you prefer a specific method of contact, please advise us when lodging your complaint.
If you feel your complaint is urgent, please tell us as soon as possible via telephone. We will refer your case for investigation by an appropriate senior manager on site, or the Customer Relations team, and provide a response to your complaint within one business day.
Urgent complaints differ from regular complaints in that they are referred to the Customer Relations team or an appropriate level of senior management significantly earlier, and are treated with higher priority than normal complaints.
We aim to resolve all urgent complaints within 2 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.
We consider a complaint urgent when it concerns any of the following:
- You have asked to be assessed or have been approved for financial hardship assistance and you believe your issue directly contributes to or worsens that hardship.
- Your issue is about a disconnection that's about to happen, or a disconnection that has happened in error.
- Your issue is about a service or situation that is dangerous to you or others.
Need this information in another language? Please ask for a referral to our Customer Relations team.