133 001
ONEMOBILE reserves the right to change this Complaints Policy at any time and notify you by posting an updated version of the Policy on our website. The amended Policy will apply between us whether or not we have given you specific notice of any change. We encourage you to review this Policy periodically because it may change from time to time.
1. ABOUT THE POLICY
1.1. ONEmobile is committed to providing you with the highest levels of customer service including when you may have a grievance about your service. This policy sets out the expectations and process to be followed when making a complaint.
2. How to make a complaint
2.1. If you have a complaint we encourage you to contact us immediately. In the first instance, complaints should be reported to our customer care team by phoning 133 001; they will provide a reference number for the complaint, please make a note of this.
2.2. You can also contact us by:
2.2.1. Writing to us at: GPO Box 2223, Melbourne, VIC 3001
2.2.2. emailing us: gripes@onemobile.com.au
2.2.3. logging into your Members area and using E-Support to send us a message.
2.3. To facilitate your grievance properly, You will need to supply the following details when contacting us:
2.3.1. Account holders full name
2.3.2. Account number
2.3.3. Daytime contact number/s
2.3.4. Details of complaint including (if possible): dates, times and any staff member spoken to (if relevant)
2.3.5. Details of any previous correspondence with ONEmobile
3. The process
3.1. We review each complaint on an individual basis and you can specify how you would like to be kept informed on the progress of your complaint (phone, letter or email).
3.2. We may at any time during the process ask for written details of your complaint or other additional details and you must provide this.
3.3. We will investigate your complaint and aim to provide a resolution within 7 days of the complaint being lodged.
3.4. We hope that all complaints are resolved after 7 days but we also understand that some grievances can be more complicated. If you feel your complaint has not been resolved within 7 days, you should ask that it be referred to a supervisor, who will address it or pass it on to the most appropriate staff member. Your complaint will be escalated to management for review, please allow a further 14 days whilst we review your complaint further. We will again aim to provide a suitable resolution to your complaint.
3.5. If after further investigation you feel your complaint has not been resolved, you may be entitled to contact the Telecommunications Industry Ombudsman (TIO). Please note the TIO is “an office of last resort” and in the interests of fairness, ONEmobile must be given a reasonable opportunity to settle a complaint before the TIO will become involved. You can find their details at www.tio.com.au.
