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Complaint Process Summary

Complaint handling process

Reaching an agreement

We use a number of methods to help you reach an agreement with your service provider.

Referral: We refer your complaint to the service provider to give you another chance to fix it together. Most complaints are resolved at this stage.  For those that don’t, what we do next depends on what the complaint involves.

Fast Track: Simple complaints with only one issue and not involving a lot of money in dispute might be suitable for our Fast track process. These cases go to an area of the provider that tries to resolve the complaint directly with the consumer in a short time.  Not all providers are in the Fast track process.

Conciliation: A conciliator will discuss the complaint with you and your provider to help you to reach an agreement. The conciliator can suggest options  For more information, read our factsheet on conciliation.

Investigation: We will collect and analyse information from you and your provider, to help us make a decision about how we think your complaint should be resolved. For more information, read our factsheet on investigation.

Making a decision

Assessment: The case manager handling your complaint can write an assessment saying how they believe the dispute should be resolved.

Review: If you do not accept the assessment, and have information to support your view, a senior officer can review the assessment.

Decision: The Ombudsman can decide the resolution of the complaint. Decisions by the Ombudsman are binding on service providers.

A comprehensive detail of our complaint handling process can be found here.

Jose’s daughter signs up for 9 post-paid plans as his authorised representative

Jose’s daughter signs up for 9 post-paid plans as his authorised representative

Next step?              

  • make an online complaint
  • 1800 062 058                
  • Write PO Box 276
    Collins Street West Vic 8007                            
  • National Relay Service Call on 1800 555 677 then ask for 1800 062 058            
  • Fax our consumer complaint form to 1800 630 614