It is your right to complain. Your feedback helps us continually improve and address areas that need attention. We are committed to resolving your concerns fairly and efficiently.
We define a complaint as an expression of dissatisfaction about our products or services.
Our commitment to you: All complaints will be acknowledged within two working days, and we aim to ensure a proposed resolution is agreed to and implemented within a maximum timeframe of 15 working days. In most cases, resolution will be much sooner.
You can lodge a complaint through any of the following channels:
To help us process your complaint efficiently, please provide:
Complaint Categories: SpinTel has four categories for lodging complaints: Support, Billing, Cancellations, or Miscellaneous.
All customer service representatives have received training to help them deal with the majority of complaints. Our main goal is to resolve your complaint straight away if contacted by phone, or provide a fair resolution through your other means of contact.
Upon receiving your complaint, you will receive an acknowledgement within two working days, along with a reference number. If the complaint is an online conversation, you can download a transcript.
If you are unsatisfied with the response from the customer service representative, you can request that your complaint be directed to a supervisor or staff member of equal standing.
If your complaint has been lodged over the phone, you may be directed to a supervisor in the first instance. In the unlikely situation that a supervisor is not available, please allow up to four hours for them to return your call.
Some complaints are more complex than others and may take longer to resolve. We aim to provide a resolution at this level within five working days. We will not implement any resolution until acceptance is received from you.
If the supervisor is unable to resolve your complaint, you may refer your complaint to the Complaints Manager.
Once your complaint has been reviewed and investigated by the Complaints Manager, you will be offered what is considered to be a fair and reasonable resolution by SpinTel within seven working days.
Where we believe your complaint cannot be resolved within 15 working days, we will contact you to advise the reason for the delay and propose a specific timeframe for resolution.
As with previous steps, the implementation of our proposed resolution will only be conducted upon your acceptance.
What Qualifies as an Urgent Complaint? A complaint is considered urgent if it falls under one of the following categories:
Financial hardship is defined as a situation where a customer is unable, reasonably, because of illness, unemployment or other reasonable cause, to discharge their financial obligations under their contract with the supplier. The customer reasonably expects to be able to discharge those obligations if payment and/or service arrangements were changed. Financial hardship can be of limited or long-term duration.
See our Financial Hardship Policy for further information.
If your service is about to be disconnected and/or this has happened in error.
If there is a dangerous situation affecting you or others, where SpinTel is responsible to rectify the service or issue.
Due to the serious nature of these complaints, we will refer your complaint to an appropriate member of staff immediately. Proposed resolutions are to be offered in one business day, and we aim to have acceptance (by the customer) and implementation by the second business day.
You may enquire about the progress of your complaint at any time by:
We will not implement an outcome or resolution unless this has been accepted by you or your representative, except in cases of vexatious or frivolous complaints. We will not close your complaint without your agreement, unless we are unable to contact you after making multiple attempts to do so over a 5-day period, or if it's a vexatious or frivolous complaint.
All complaints will be given written confirmations of the reasons for resolution.
If the person is not an authorized account holder, you can log in to My Account and enable access for them under 'My Users'. Alternatively, you can call us on 1300 303 375 and a Customer Service Representative can do this on your behalf.
If this is not possible, please use our third party Authorisation form. Fill this out along with your complaint to authorize a third party to speak on your behalf.
Download Third Party Authorisation Form (PDF)
While your complaint is being investigated, you are required to pay any outstanding amounts on your bill that you are not disputing. We will not take credit management action on amounts that are part of your complaint, nor will we cancel your service just because you are making a complaint. Should your matter be complex, or require extra time to resolve, we will discuss this with you and provide you with the reasons why this is the case.
If English is not your first language, The Department of Immigration and Multicultural Affairs provides a translating and interpreting service. They can be contacted on 13 14 50.
Still Not Resolved? After all attempts have been made to offer a fair and reasonable outcome, customers may seek the advice of the Telecommunications Industry Ombudsman (TIO) as a last resort. The TIO offers independent advice for consumers who have exhausted all avenues of complaint with their telecommunications provider.
Contact details of the TIO can be found on their website:
http://www.tio.com.au/about-us/contact-us
