Customer Complaints Handling
AUSTAR's goal
AUSTAR's goal is to provide a high level of customer service in all areas, including
our handling of complaints.
Your rights
At AUSTAR we believe that our complaint handling guidelines will facilitate a quick
and effective resolution of your issues.
Registering your complaint
If your complaint relates to AUSTAR TV, AUSTAR Mobile, or AUSTARnet our preferred
method of receiving complaints is by phone. You can call 132 432, between 6am and
11pm, 7 days a week for the cost of a local call from a landline anywhere in Australia.
AUSTAR representatives are trained and empowered to handle most enquiries, with
an aim to provide first call resolution.
Should you prefer to lodge your complaint in writing, you can do so as follows:
All complaints will be dealt with in a courteous, fair and efficient manner.
Escalation of complaints
Should you not be satisfied with the proposed resolution of your complaint, you
can request to have your call escalated to a more senior member of staff.
That may necessitate that person returning your call.
The more senior member of staff will retain ownership of your complaint through
the resolution process to eliminate the need for you, the customer, to have to repeat
the details of the issue.
Our response times
AUSTAR will endeavour to resolve complaints made by telephone during the first call.
If your call needs to be escalated, our objective is for this to occur immediately.
Should this not be possible, we aim to return your call within 24 hours.
If you have written, emailed or faxed your complaint, we will respond within 5 working
days.
For more complex enquiries, lodged by any method, and where further investigation
is required, a reasonable time frame for resolving the complaint will be agreed
with you.
In all cases AUSTAR will ensure you remain informed of who is dealing with your
complaint and provide an estimation of how long it will take to respond.
Help in lodging complaints
Customers whose circumstances present a difficulty for them to make a complaint,
such as language difficulties or a disability, may require assistance from AUSTAR
or from family or relatives in making a complaint. AUSTAR will provide reasonable
assistance where necessary in formulating complaints, and will reasonably accommodate
other requests where friends or family represent complainants.
Disputed payments
AUSTAR will not demand payment for genuinely disputed amounts, while the complaint
is under investigation. We do however require payment for any non-disputed amounts,
as invoiced.
Where you can go if you remain dissatisfied?
If you are not satisfied with the outcome of your complaint regarding AUSTAR TV,
you may wish to contact the Australian Communications and Broadcast Authority
on 1300 850 115 or visit their website at
www.acma.gov.au. If your complaint relates to AUSTARnet or AUSTAR
Mobile, you can call the Telecommunications Industry Ombudsman on 1800 062 058.
The Telecommunications Industry Ombudsman also has a TTY service on 1800 675 692.
If your complaint relates to a privacy issue, you can contact the Office of the
Federal Privacy Commissioner on 1300 363 992 or by email at
privacy@privacy.gov.au.
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