Complaints Handling Policy Statement

 

Let us know

 

At iPrimus we are committed to providing excellent customer service. To do that, we want to know where our products or services are not meeting expectations.

As a customer, you have the right to complain if you’re not receiving the service that you expect from us. You are always welcome to tell us about your concerns, areas where you are dissatisfied or about any complaints that you have about our products or service.

Your feedback is important to us and it is always taken seriously. Your feedback is a great way for us to identify where we can improve and provide you, and all our customers, with better service. If you have any comments or compliments about our products or team, please tell us about those too. That way we know where we are getting it right.

Talk to us first

 

Come straight to us. Live Chat on iprimus.com.au or a call to 1300 85 44 85 are great ways to touch base. Talk to one of our Customer Service Representatives about your concern or complaint and we will take it from there.

We will try to resolve your problem right away. If that is not possible, we will start working towards a resolution as quickly as possible. We should have a resolution for you within 15 days.

If the problem is too complex to be resolved in 15 days, we will let you know what our next step will be and the timeframe involved. You will also receive a unique tracking number that is used to identify your complaint.

You can send us a written complaint using our Online Support system, by email to complaints@iprimus.com.au or post a letter to:

Primus Telecommunications Pty Ltd

PO BOX 631
Collins St West
Melbourne VIC 8007

We will respond to all written complaints within 48 hours using the most convenient method. Written complaints will follow the same process as those submitted by Live Chat or the phone, as outlined above.

Some complaints require a higher priority, such as complaints relating to our Financial Hardship Process or disconnected services. Our agents will fast-track these complaints for urgent attention. We will do our best to resolve high priority complaints within 2 working days.

You are welcome to use an advocate that you have authorised, if you so wish. We will provide all assistance possible irrespective of disadvantage, disability or hardship.

Privacy Complaints

 

If your complaint specifically relates to how we have collected, held, used or disclosed personal information, or you wish to know what personal information we hold about you, please address your complaint to our Privacy Officer at complaints@iprimus.com.au marked ‘Attention: Privacy Officer’ or write a letter to:

Attention: The Privacy Officer
Primus Telecommunications Pty Ltd

PO BOX 631
Collins St West
Melbourne VIC 8007

All avenues and complaints are covered by our Complaints Handling Process as above.

If you are still unhappy with iPrimus

 

The iPrimus Complaints Handling System has a process of internal escalation if you feel that your issues are not being addressed properly. Our Customer Service Representatives will assist you with this escalation process. We will have one of our Complaint Managers from our Service Improvement Team review your problem and provide you with a prompt response.

You can also get an independent review of your complaint

 

If you remain unhappy with the resolution of your complaint, you can refer your complaint to the Telecommunications Industry Ombudsman (TIO). The TIO is a free and independent alternative dispute resolution scheme for small business and residential consumers in Australia with a complaint about their telephone or internet service.

Telecommunications Industry Ombudsman

 

1800 062 058*

www.tio.com.au
TTY: 1800 675 692
Translator & Interpreter Service: 131 450

*Calls from mobile phones will be charged at the applicable mobile rate.

Other avenues depending on the nature of your complaint;

 

Office of the Australian Information Commission (formerly the Privacy Commission)

 

1300 363 992*

http://www.oaic.gov.au

*Call charges may apply

National Anti-Discrimination Information Gateway

 

http://www.antidiscrimination.gov.au

Consumer Affairs/Fair Trading

 

Check for the office operating in your state or territory

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