Complaints Process

Wideband Networks Complaints Handling

Wideband Networks is committed to providing fast and efficient resolution of complaints. We have a simple and easy to follow process that allows you to do this. Our process is designed to encourage the fast resolution of your complaint at the first point of contact. You can expect that our customer service team will do everything possible to resolve your complaint in the first instance.

If at any point you feel you have a legitimate dispute during your interaction with us and which you feel will not be resolved with the staff member you are dealing with, please ask the staff member to escalate the call to their Manager.

Step 1: Initial Contact

A Customer Service Team Member has the ability to resolve complex issues and first level complaints, and can make fair and reasonable customer service decisions. The Customer Service Team may also escalate your complaint to our Network Support and Network Operations teams if necessary.

Our Customer Service Team can be contacted on 1300 731 821, 8am to 8:30pm Monday to Friday and 10am to 4pm Weekends and Public Holidays. You can also email support@wideband.net.au. For complaints submitted by email we require your full name, address, contact phone number and service details.

Step 2: Escalation to the Customer Service Manager

The Customer Service Manager (or alternative if not available):

• Ensures that you have their full name and contact details.
• Can provide a call back at a convenient time if required.
• Offers overall accountability for the outcome of your complaint.

The Customer Service Manager will work with various teams and will case manage your complaint through to its resolution.

Step 3: Independent Review

Wideband Networks provides a process for independent review and the Managing Director:

• Is responsible for TIO referrals.
• Is responsible for process improvement and analysis of root cause information.
• Acts as a fresh set of eyes and a provides a "neutral view" to your complaint.
• Will utilise TIO position statements and ACIF Codes of Practice as a basis for their evaluation.

After reviewing your case the Managing Director will provide a fair and reasonable outcome to your complaint.

Step 4: Additional Options

If you remain unsatisfied with the outcome of this complaint you may then refer the matter to the Telecommunications Industry Ombudsman (TIO) for independent advice. The TIO will in most cases refer you to the Managing Director in the initial case to try and have the matter resolved and if the outcome is unsuccessful will then mediate between yourself and Wideband Networks to resolve the matter.

Helpful Links:

The Telecommunications Industry Ombudsman (TIO) is the office of last resort and deals with complaints that consumers have not been able to resolve with their telephone or Internet company. Wideband Networks asks that if you do have an issue, you make reasonable attempts to resolve it with us first using our complaints process before contacting the TIO.

The TIO’s Website can be found here and can be contacted on 1800 062 058