Customer Service Charter

Primus is committed to providing you with a high quality service. If we make a mistake, or our service doesn’t meet your expectations, we want to know about it. If you have something on your mind, share it with us. We welcome the opportunity to fix the situation.

Our Customer Service Charter gives you information you need about making a complaint. You may also like to use this information to comment on how we are going, or to give us a suggestion about how we can improve our service to you.

When you communicate with Primus, we will:

  • Be courteous;
  • Be willing to assist you and be responsive to your needs;
  • Treat you fairly and professionally;
  • Provide timely oral and written advice which is clear, concise, accurate and complete;
  • Demonstrate professional competence in providing advice on our service and products;
  • Put matters right as speedily as possible if we get something wrong; and
  • Use your feedback to improve our products and services.

For more information refer to our Complaints Handling Policy.

Your first contact

If you have a problem, or if our service has not met your expectations, our Customer Service Team will try to help you as quickly as possible, at the first point of contact. Some issues might require some investigation, and if this is necessary, we will agree a course of action with you. T here are several ways to contact our Customer Service Team:

Telephone us

Residential customers:

Telephony and Internet services: 1300 85 44 85

Business and Corporate Customers:

Telephony services: 1300 85 66 88
Technical helpdesk: 1300 85 22 55

Send a letter to this address:

The Correspondence Team
Primus Telecom
PO Box 631
Collins Street West
Melbourne, Vic 8007

Send us a fax:

1300 85 58 58

Send us an e-mail:

Residential customers

: customerservice@iprimus.com.au

Business and Corporate Customers

: corp_enquiries@primus.com.au

Another Person Acting on your Behalf

You may wish for someone else to deal with us on your behalf. This might be a family member, friend, your carer or your advocate. If so, you need to let our Customer Service Team know who that person is, so that we can add them to your account as an ‘authorised representative’.Contact the Customer Service Team using the details listed above.

Customers with Hearing or Speech Impairments

If you are deaf or have a hearing or speech impairment and/or you use a text phone (TTY) or a computer with a modem, you can contact us by using the National Relay Service (NRS).

You can use the NRS for no additional charge. Contact the NRS using a modem or TTY by dialling 133 677 and quoting the relevant Primus telephone number (listed above).

What if I am still not satisfied?

Sometimes a complaint is complex and might require more thorough investigation. If we have not been able to resolve your complaint, you can ask our Customer Service Team to escalate your complaint to a higher level within Primus, for more specialist attention.

If you are not satisfied with our review of your complaint or with the way in which we have handled the matter you can seek advice from the Telecommunications Industry Ombudsman (TIO).

The TIO is an alternative dispute resolution scheme for small business and residential consumers who have a complaint about their telephone or internet service. The TIO is a free service. You can refer a complaint to the TIO at any time. You do not have to go all the way through our review process before approaching the TIO. You should note however that the TIO service is intended as a "last resort", which means that you should give Primus an opportunity to resolve your complaint before you take it to the TIO.

The TIO’s website can be found at http://www.tio.com.au/

How to contact the TIO:

Telephone 1800 062 058
Fax 1800 630 614
TTY 1800 675 692
Translator & Interpreter Service 131 450
Email tio@tio.com.au

Postal address
Telecommunications Industry Ombudsman
PO Box 276
Collins Street West
MELBOURNE VIC 8007

ACMA

The Australian Communications and Media Authority (ACMA) are responsible for the regulation of broadcasting, radio communications, telecommunications and online content.
If you have a complaint that raises wider telecommunications policy issues or is outside the TIO’s jurisdiction, you may wish to raise it with the ACMA by calling 1300 850 115. Other ACMA contact details are available at www.acma.gov.au

TISSC

TISSC is an independent regulatory body that sets standards for the message content and advertising of any Australian telecommunication service with the prefix 190, in the form of a Code of Practice. Businesses that provide 190 services must abide by this Code of Practice.
You can make an enquiry or lodge a complaint about the message content and/or advertising of any 190 service by contacting the TISSC on 1300 139 955.

Whether you complain to us over the phone, via e-mail or letter, we will try very hard to sort things out on the spot. We endeavour to acknowledge e-mails within 1 hour, and letters within 5 working days. We endeavour to resolve all complaints within 5 working days.

If your complaint is more complex, we might require a bit more time to investigate it. If so, we will let you know:

  • What we need to do;
  • Approximately how long it will take; and
  • What your reference number is, so that you can enquire about the progress of your complaint.

We will complete all investigations and provide you with a full response to your complaint within 30 calendar days.

You may have heard of the Customer Service Guarantee (CSG). The CSG is a performance standard created by the Australian Communications and Media Authority (ACMA), which applies to most telecommunications companies, including Primus. The CSG provides financial compensation, of a prescribed amount, to customers who are affected by delays in service connections and fault repairs.

For more information about the Customer Service Guarantee, including how to make a CSG claim, click here.

Primus is committed to the protection of customer personal information. Primus is subject to the requirements of the Telecommunications Act 1997, the Privacy Act 1988, the Telecommunication Industry Ombudsman Scheme and the ACIF Code of Practice. This includes our Privacy Policy which has been designed to ensure that customer personal information is protected.

Privacy Complaints

If you feel that we may have breached your Privacy or our Privacy Policy you may contact us in writing (e-mail, fax or letter) to:

Customer Service
Primus Telecom
PO Box 631
Collins Street West
Melbourne, Vic 8007

Fax: 1300 85 58 58

E-mail address: customerservice@primustel.com.au