Dispute Resolution Policy
IF Telecom aims to provide the highest level of Member Support and Care possible. If for any reason a Member is not happy with something it is advised that the below procedure is followed in order to have a resolution as quickly and easily as possible.
Member Responsibility
Should you have any concerns or problems with your service with IF Telecom, you should contact IF Telecom Member Support and inform them of your problem or concern. Any one of the following contact methods can be used:
- Mail: IF Telecom Pty Ltd, 462 William Street, West Melbourne, VIC, 3003
- Phone: 1800 IFONLY (436659)
- Fax: 1300 669 596
- Email: enquiries@iftelecom.com.au
- Failure to inform IF Telecom of your concern or problem will result in IF Telecom not being able to resolve your issue.
- IF Telecom will require the following details in order to resolve your issue quickly and effectively: Name & Member Account number, dates that the issue occurred and details of the service numbers and/or services effected.
- If you are not happy with the outcome of contacting Member Support, you may escalate your issue to the Complaints Handling Manager.
- If you are not happy with the outcome of contacting the Complaints Handling Manager you may consult the Telecommunications Industry Ombudsman (TIO).
- If you are not happy with the outcome of contacting the TIO it is advised that you seek independent legal advice.
IF Telecom Responsibility
- IF Telecom will always make every endeavor to resolve a concern or problem as soon as possible after being informed of the issue by the Member.
- IF Telecom will do all possible to prevent the issues occurring again in the future.
- IF Telecom will work within industry guidelines, ACIF and ACMA codes to help a Member.
- IF Telecom will take all concerns or problems submitted by a Member seriously.
- IF Telecom will keep the Member informed of progress of a concern or problem.
- If a concern or problem cannot be resolved on the spot, IF Telecom will make every endeavor to resolve the issue within 48 hours. When a third party supplier is involved in the dispute this may cause this time frame to be extended.
Telecommunications Industry Ombudsman (TIO)
In the event that you feel you have not reached a resolution after meeting all Customer Responsibilities detailed above and taking into consideration all of IF Telecom Responsibilities regarding time frames the TIO is available to help with a further resolution. The TIO is your last resort when handling a complaint. IF Telecom would greatly appreciate the chance of resolving your dispute prior to getting the TIO involved. If you are left with no other option then the TIO can be contacted in the following ways:
- Freephone: 1800 062 058
- Freefax: 1800 630 614
- TTY: 1800 675 692
- Translator: 13 14 50
- Mail: PO BOX 276, Collins St West, Melbourne, VIC, 8007
Alternatively please use our: Contact Form
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