Business Complaint Policy
About this policyThis document is our Business Complaints Policy (policy). In this policy the words ‘we’, ‘our’, ‘us’ and ‘Swoop’ are all references to Swoop Telecommunications Pty Ltd ABN 87 109 931 731 and its related bodies corporate. This policy is accessible on our website and is distributed to business internet customers and former business internet customers (together, ‘customers’) and our staff. Our Chief Executive Officer (or equivalent) has approved this policy and is responsible for ensuring its implementation, operation and compliance with any applicable regulations and industry codes. By using any Swoop service (‘services’) you agree to comply with the terms of this policy.
Our principles:You have a right to complain, and if you do, we will deal with your complaint in a fair, efficient, objective manner using 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 Chief Executive Officer.
Free of chargeWe 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, i.e. we may charge you where you request information that was collected more than two years ago or where you request information that is not free of charge as per our Standard Form Customer Contract or our Critical Information Summary. 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).
How to make a complaint?If you wish to complain, please contact us by phone on 1300 333 200 for reception; or by email on [email protected]. We will help you with formulating, lodging and progressing your complaint if you request this. Of course, you can appoint an authorised representative or advocate to make a complaint on your behalf. For help with how to appoint an authorised representative, please go to .
What we will do
AcknowledgeWe will acknowledge your complaint immediately if you talked to us over the phone, and within two working days if you have lodged your complaint through any other channel including where you left a message on our answering machine (e.g. outside our office hours). When we acknowledge your complaint, we will give you a unique reference number or similar 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 calling us on 1300 333 200.
SolveOur goal is to always fix your problem during your first contact with us. Sometimes this is not possible, and we need to investigate the matter. We will then agree with you on how to fix your problem (this may include waiving of fees or other commercial solutions) and advise you accordingly within 15 working days of receiving your complaint. We will advise you in writing if you request this. Occasionally it may take longer than 15 working days to investigate your problem and, in this case, we will explain why and give you a new expected timeframe. If the delay is more than 10 working 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. Once we have agreed on how to fix your problem, we will implement all actions required to fix the issue within 10 working days, unless you agreed otherwise or unless you have not done something that we needed you to do and we cannot proceed because of this.
What if your complaint is urgent?
Your complaint will be treated 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
- If your service has been disconnected or is about to be disconnected and due process has not been followed, or
- If you are receiving Priority Assistance (e.g. because of a severe medical condition) for the service, you are complaining
If you are unhappy with our effortsIf you tell us that you are not satisfied with the complaint timeframes, its progress or the outcome or if you tell us your complaint needs 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. We will never cancel your service only because you have contacted an external dispute resolution scheme.
Telecommunications Industry Ombudsman (TIO)We encourage you to always contact us first if you experience any problem or are unhappy. We will do our best to solve your problem during our first contact. You can contact the TIO as follows:
Phone: 1800 062 058
Fax: 1800 630 614
Online: http://www.tio.com.au/making-a-complaint The services of the TIO are free of charge.