OUR PRINCIPLES

You have a right to complain, and if you do we will deal with your complaint in a fair, efficient, objective manner and through a transparent process. We strive to solve any problems you may have during your first contact with us.

Our complaint handling process complies with the requirements of the Telecommunications Consumer Protections Code C628:2012 (TCP Code) and responsibility for compliance with the process lies with our Director.

FREE OF CHARGE

• We will not charge you for dealing with your complaint in most instances, and we will never charge you without telling you first.
• We may charge you to recover our costs in very specific circumstances only, e.g. we may charge you where you request information that was collected more than 2 years ago or where you request information that is not free of charge as per:
  • the Terms and Conditions of the Order form for the supply of your Services;
  • the Product Terms and Conditions specific to the supply of your Services;
  • our General Terms and Conditions;
• If cost recovery charges apply, we will tell you before charging you (and you may of course choose not to pay and discontinue your complaint) and we will inform you about your options for external dispute resolution, e.g., the Telecommunications Industry Ombudsman (TIO) if applicable to your Service.

HOW TO MAKE A COMPLAINT

If you wish to make a complaint, please contact us during the business hours published on our website:

Phone: 03 5292 3655
Email: info@itsfubar.com.au
Online: www.itsfubar.com.au/contact

We will help you with formulating, lodging and progressing your complaint if you request this. You can appoint an authorised representative or advocate to make a complaint on your behalf.

If you are calling us from a landline from within the local area your call is billed at local rates. Note that calling us from a mobile may be more expensive.

WHAT WE WILL DO

1. We will acknowledge your complaint immediately if you made the complaint in person or over the phone, and within 5 business days if you have lodged your complaint through any other channel including email or where you left a message on our answering machine (e.g., outside our office hours).

2. When we acknowledge your complaint, we will give you a unique reference number to enable you to easily follow up on your complaint. We will also give you an indicative timeframe for resolving your complaint. You can follow up on your complaint by contacting us via:

   Phone: 03 5292 3655
   Email: info@itsfubar.com.au

3. Our goal is to always fix the issue during your first contact with us. Sometimes this is not possible and we need to investigate the matter.
4. We will reach agreement with you on how to fix the issue (this may include waiving of fees or other commercial solutions) and advise you accordingly within 15 business days of receiving your complaint. We will advise you in writing if you request this.
5. Occasionally it may take longer than 15 business days to investigate the issue and, in this case, we will explain why and give you a new expected timeframe.
6. If the delay is more than 10 business days (and is not the result of a mass service disruption) we will also inform you about your options for external dispute resolution such as the TIO if applicable to your Service.
7. We will implement all actions required to fix the problem within 10 business days unless you agreed otherwise or you have not done something that we needed you to do and we cannot proceed because of this.
8. If you tell us that you are not satisfied with the complaint timeframes, its progress or the outcome or if you tell us your complaint ought to be treated as urgent, we will escalate your complaint internally. If you are still dissatisfied, we will inform you about your options for external dispute resolution such as the TIO if applicable to your Service.
9. We will only close your complaint with your consent, unless:
   • We have been unable to make contact with you to discuss your complaint, or
   • We have been unable to reach agreement with you on how to resolve your complaint and we have informed you of your options for external dispute resolution such as the TIO.
10. We will never cancel your service only because you have contacted an external dispute resolution scheme.

URGENT COMPLAINTS

Your complaint will be classified as urgent if:

• you have applied for being in financial hardship under our Financial Hardship Policy and the issue you are complaining about directly contributes to the Financial Hardship you are experiencing, or
• your service has been disconnected or is about to be disconnected and due process has not been followed.

In this case we will reach agreement with you on how to address the issue and implement all required actions to fix the issue within 2 business days.

If there is a delay, we will explain why, provide you with a new expected timeframe, and if the delay is longer than 10 business days (and is not the result of a mass service disruption) we will also inform you about your options for external dispute resolution such as the TIO of applicable to your Service.