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This policy has been developed by GRLmobile in accordance with ACIF Industry Code - Complaint Handling. No legal rights arise under this document.
Complaints Handling Policy
This Complaint Handling Policy aims to:
- provide a framework for GRLmobile employees to work with when handling Complaints from Customers;
- ensure consistency within GRLmobile in handling and resolving Complaints from Customers; and
- Assist GRLmobile’s commitment to provide quality products, services and customer service.
GRLmobile defines the term complaint as any expression of dissatisfaction or grievance made to GRLmobile by a Customer or member of the public with any product or service of GRLmobile, not including a request for information.
Lodgment of Complaints
GRLmobile representatives will provide reasonable information and assistance to ensure that Complaints are lodged effectively.
Complaints may be lodged in the following ways:
Phone: By phoning 1300 475 475 (free call from your GRLmobile withing Australia, 7 days a week)
Email: Electronic mail to grlmobilecustomerrelations@aggregato.net
Fax: Fax to (03) 8678 3177
Mail: GRL Mobile Customer Relations,
PO BOX 6170, North Sydney
NSW 2059
Complaints will be acknowledged and Customers can be advised of a reference that can be used to identify progress of their Complaint.
Web Chat: Live instant messaging at GRLmobile.com
GRLmobile has established, and will continue to develop, quality processes for the efficient acknowledgement and processing of complaints.
Response of Complaints
Complaints will be processed in a timely and efficient manner. Continuous improvement and training will be utilized to ensure complaints are resolved promptly and courteously.
Managing our customer's expectations realistically is GRLmobile’s goal. This involves the careful examination of each complaint and a resolution offered on the basis of that analysis
Records/Systems
Complaints will be recorded and analyzed to ensure that our Complaint Management processes comply with this policy.
Systemic trends and recurring problems will be identified and feedback provided to the relevant departments to improve current processes.
Review of Complaint Handling Process
GRLmobile complaint handling procedures and systems are to be periodically reviewed to ensure optimum effectiveness and highlight any need for improvement.
Escalation of Complaints
GRLmobile’s goal in the area of complaints handling is to finalize complaints at first contact.
Where necessary, Customers will be kept informed of the progress of their complaint and GRLmobile internal escalation process.
Where a Customer has exhausted their avenues for addressing their Complaint within GRLmobile or finds those avenues unacceptable, they can be advised of external channels for escalation, such as the Telecommunication Industry Ombudsman (TIO).
Version: 100629 Complaints Handling Policy
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