Complaints Handling Policy
RT Comms Pty Ltd (ACN 604 815 634) trading as Encore Technology Solutions (“ETS”) have adopted the following Complaints Handling Policy (“the Complaints Policy”) to ensure that we handle complaints fairly, efficiently and effectively.
Please read this Complaints Policy carefully to ensure that you understand our practices regarding complaints.
ETS strives for excellence in customer service. One of the strongest points about ETS is our well known reputation as one of the best and customer friendly CSP's in Australia. However, sometimes things do not go as planned. It may be that you don't agree with your bill, or perhaps the staff member you spoke with did not address your concern correctly. Whatever it may be, we want to hear about it.
It is your right to complain and this feedback helps us to continually improve our services for you and other customers. Current or former customers of ETS are welcome to make a complaint if they feel the need to do so. Any concerns raised in feedback or complaints, will be dealt with within a reasonable time frame.
NOTE: If you would like to nominate an authorised representative/advocate to make a complaint on your behalf, please authorise them in writing (authorisations over the phone may be a problem later, unless all calls are recorded) (If not required in writing, disregard this amendment).
What is a Complaint?
A complaint is an expression of dissatisfaction made to us in relation to our staff, products, services or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected by you, or legally required.
Contacting Encore Technology Solutions to request support or to report a service difficulty is not necessarily a complaint. Technical and support issues are common and occur for many reasons. 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 welcome your feedback (whether positive or negative). Feedback is your opinion, comments and expressions of interest or concern made directly or indirectly, to or about us, our products, services and policies, where a response is not explicitly or implicitly expected, or legally required. Negative feedback will not be regarded as a complaint, unless you specifically request it to be treated as a complaint.
No Detriment to You
We will take all reasonable steps to ensure that people making complaints are not adversely affected because a complaint has been made by them, or on their behalf.
We accept anonymous complaints about our staff and policy procedures, and will carry out an investigation of the issues raised, where there is enough information provided.
Complaining to us is free.
First Point of Contact
Where possible, complaints will be resolved at first contact with ETS.
Encore Technology Solutions Technical Support team is the customer support team within ETS who assist to resolve issues of a technical nature.
» PH: 1300 120 449 (Option 2)
Encore Technology Solutions Accounts team is the customer support and main point of contact within ETS for questions regarding your account or for further information about our services.
» PH: 1300 120 449 (Option 4)
If you are having difficulties with your Accounts or Technical Support representative, they should be able to transfer you to someone else to help resolve your issue.
Lodging a Formal Complaint
If our Accounting or Technical Support teams have been unable to satisfy your issue, you can request for your call to be considered a complaint.
You may also make a complaint directly to our operations manager:
» Email - firstname.lastname@example.org
» Mail - PO Box 3361, Darra, QLD, 4076
Minimum information required when submitting a complaint:
» Account holder's full name
» Account username
» Daytime contact phone number
» Details of complaint (dates, times, staff members spoken to, etc.)
» Proposed outcome
Resolving the Complaint
All ETS staff are generally capable of resolving the majority of complaints. Our main goal is to resolve your complaint with a fair resolution upon your first contact with us.
You will receive acknowledgement that your complaint has been received within two (2) working days from submitting your compliant.
We will assess and prioritise complaints in accordance with the urgency and/or seriousness of the issues raised.
If you are unsatisfied with the response, you can request that your complaint be directed to a senior staff member. Generally, all complaints are already handled by a senior staff member.
If your complaint has been lodged over the phone, you may be directed to a senior staff member in the first instance. In the situation that a senior staff member is not available to answer your call, please allow up to six (6) hours for them to return your call. If you have called at the end of the working day, they may try and contact you up until 9pm AEST or return your call at the start of the next business day.
Outcome of a Complaint
Some complaints are more complex than others and as such may take longer to resolve. We aim to provide a resolution at this level within five (5) working days. We will not implement any resolution until acceptance is received from you.
We will advise you either verbally (via telephone) or in writing (via email or SMS) of the outcome of your complaint. If you prefer a specific method of contact, this may be requested when lodging your complaint.
We will advise you as soon as possible when we are unable to deal with any part of your complaint and will provide you with advice about where such issues and/or complaints may be directed (if known and appropriate).
We will also advise you as soon as possible when we are unable to meet our time frames for responding to your complaint, and the reason for our delay.
A complaint is considered urgent if it falls under one of the following categories:
» You have applied for or have been accepted as being in Financial Hardship under ETS's Financial Hardship Policy and the nature of the complaint can reasonably be presumed to directly contribute to or aggravate your Financial Hardship. See our Financial Hardship Policy for further information.
» If your service is about to be disconnected and/or this has happened in error.
Please note ETS does not offer the Priority Assistance scheme.
We will protect the identity of people making complaints, where this is practical and appropriate.
Closing the Complaint
We will keep records about:
» How we managed the complaint;
» The outcome(s) of the complaint; and
» Any outstanding actions.
We will ensure that outcomes are properly implemented.
You will find that all matters can be handled by ETS's internal processes and we do require that you first allow us the opportunity to exhaust all avenues in resolving your complaint.
However, if you are not satisfied with our handling of your complaint and you have escalated this within ETS, you may seek complaint mediation or further assistance from the Telecommunications Industry Ombudsman:
Contact details of the TIO can be found on their website: http://www.tio.com.au/about-us/contact-us
Translating and Interpreting Services
If English is not your first language, The Department of Immigration and Multicultural Affairs provide a translating and interpreting service.
They can be contacted on 123 14 50.
To contact ETS, please use any of the contact details located on our website www.encorets.com.au or contact us on our number 1300 120 449.
Revision of the Complaints Handling Policy
ETS reserves the right to revise, amend, or modify the Complaints Handling Policy, our Internet Service Agreements and our other policies and agreements at any time and in any manner.
Notice of any revision, amendment, or modification will be posted on the Internet at www.encorets.com.au