Complaints Handling Policy


Our principals

ClicknCall strives for excellence in customer service. We aim to make our complaints handling process fair, quick, effective and free of charge to our customers, whom are covered by the Telecommunication Consumer Protection Code and the Telecommunications(Consumer Complaints Handling) Industry Standard 2018.

You have the right to make a complaint at any time and we are committed to solve it on first contact. If you are simply experiencing a technical issue we will not consider your contact with us as an official complaint unless you specifically request us to. We strongly encourage you to try and resolve issues with us using our complaints process, but you are not obligated to do so and you are entitled to take independent action including seeking external review from the Telecommunication Industry Ombudsman.

How to make a complaint?
If you wish to complain, please contact us:

  • Email: complaints@clickncall.com.au
  • Phone: 1300857138
  • Post: PO Box 404, Gungahlin, ACT 2912 Aus
You can contact us diretly yourself or through your representative or using National relay Service on 133677 or contat us via the Translating & Interpreting service on 131450 if you need language assistance.

What we will do
Acknowledge...
We will acknowledge your complaint immediately if you complained by talking to us over the phone, and within 2 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 emailing us complaints@clickncall.com.au or by calling 1300857138.
And Solve...
Our 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 and we will respond to you with a proposed resolution of your complaint within 15 working days of receiving your complaint. We will advise you in writing of any proposed resolution, within 5 working days of receiving a request from you to do this.
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.

Escalation
If you are dissatisfied with the way in which your complaint is handled,you may request that the person attending to your complaint escalate the complaint to their senior for review. They will respond to your complaint within 10 working days of it being escalated to them.

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.
If the complaint is classified as an urgent complaint we will advise you of a proposed resolution, and if you accept the proposed resolution, implement that resolution, within 2 working days of receiving the complaint. If there is a delay, we will explain why, provide you with a new expected timeframe, and if it is a longer delay also inform you about your options for external dispute resolution such as the TIO.

Implementing an agreed solution
We will fully action a solution within 10 working days after you agree to it, unless:(a)we and you agree otherwise;or(b)you agreed to do something to facilitate the solution by a certain time, and you failed to do so;or(c)it’s an urgent complaint.

Closing a complaint
We may close your complaint in our system if: (a)the complaint is resolved or(b)you consent; or(c)if you advised us you are not satisfied with the progress or resolution of your complaint and we have provided you with information on external dispute resolution; or(d)if we determined your complaint is vexatious or frivolous and we have provided you with information on external dispute resolution;

If you are unhappy with our efforts
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. We will not cancel your service only because you have contacted an external dispute resolution.

External options
We believe that using our internal complaint resolution process is the quickest, most effective way to resolve your problems. If, however, you are not satisfied with our review of your complaint, or the way we have handled it, you may request review from the Telecommunications Industry Ombudsman (TIO). The TIO is a free and independent way to seek external review of how we have handled your complaint and seeking assistance from the TIO will not affect your current service with clickncall. However, TIO will generally not review a complaint unless you have made a genuine attempt to resolve the matter with us prior to contacting them.
TIO contact details:
Phone: 1800 062 058
Fax: 1800 630 614
Online: www.tio.com.au

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