Making and Lodging a Complaint
Customers have the right to express any Complaints or grievances they may have with Netspace Online Systems. Initial Complaints can be made by calling us on the following number: 131 456
Alternatively, Complaints can be made in writing and lodged by post, fax, email or in person to the following address:
Netspace Online SystemsATT: Customer Care — Complaints
Level 2, 293 Camberwell Road
Camberwell VIC 3124
Via Fax
03 9811 0099 or 1300 303 094
Via Email
Customer Care: customercare@netspace.net.au
In Person
For lodging a Complaint in person, office hours are 9:00 a.m. 5:30 p.m. (Australian Eastern Time) Monday — Friday (except public holidays).
A registered authorised representative may make a Complaint on behalf of a customer.
All other methods of lodging a Complaint may be lodged at any time.
Escalation Processes for Complaint
Our complaints process is designed to encourage the fast and efficient resolution of your issue at the first point of contact. You can expect our frontline CSRs to do all in their power to resolve an issue in the first instance.
If at any point you feel you have a legitimate dispute during interaction with us, which you feel is not being resolved, please ask the staff member to clearly explain your escalation options before proceeding.
Step 1: first contact
A Customer Service Representative (CSR) is empowered to resolve complex issues and first level complaints and make fair and reasonable customer service decisions.
Step 2: escalation to a CSM
If a CSR is not able resolve a complaint it can be escalated to a Customer Service Manager (CSM) or an appropriate alternative member of staff if a CSM is not available. The CSM will review the dispute and respond to the complainant and attempt to resolve the complaint to the customer’s satisfaction. If a CSM is unable to resolve the complaint to the customer’s satisfaction, the complaint will be referred to the Solutions team who will be in contact within 1 working day.
Step 3: referred to Solutions team
If a CSM is not able resolve a complaint it will be referred to the Solutions team. The Solutions team will review the dispute and respond to the complainant and attempt to resolve the complaint to the customer’s satisfaction. In the rare situation that the Solutions team is unable to resolve the complaint to the customer’s satisfaction, the Solutions team will discuss further avenues outside of the complaint escalation process.
Step 4: further options
After reviewing a complaint the Solutions team will offer what iiNet considers to be a fair and reasonable resolution. If the customer remains unsatisfied the Solutions team may recommend access to other options including Senior Management or as a last resort the Telecommunications Industry Ombudsman (TIO) for independent advice. The TIO is an office of last resort and deals with complaints that consumers have not been able to resolve with their telephone or Internet company after exhausting all possible avenues directly with the company.
Netspace asks that if you do have an complaint, you allow us the opportunity to exhaust all possible internal resources before going to the TIO, as in our experience complaints dealt with internally are resolved much quicker than complaints mediated via the TIO.
