Customer Complaints Policy

This document sets out Astron's ("we", "us", "our") commitment to current and former Astron customers ("customers", "you", "your") around managing and resolving complaints.

 

The team at Astron are committed to resolving any issues that our customers may have from time to time on first contact from the customer. If you are not satisfied with the resolution, customers can make a complaint to Astron.

 

All customers or former customer have the right to make a complaint. Our goal is to keep all customers satisfied, and that means receiving as few complaints as possible. It is our priority that any complaints that are received will dealt with openly, fairly and promptly.

 

Astron will not charge you for handling your complaint (except the cost of any call you make to us or the cost of postage of any documents we may require from you that can’t be accepted by email).

 

We will be more than happy to email you a copy of our Complaints Handling Policy upon your request.

 

Responsibility of our complaints policy lies with our Chief Executive Officer (or equivalent), who is responsible for ensuring its implementation, operation and compliance in accordance with Chapter 8 of the TCP Code.


How to make a complaint.
A. You can make a complaint by: contacting us by the following methods:

  • Phone: Calling us on 1300 42 72 42 between 9.00am – 6.00pm AEST Monday - Friday (excluding public holidays),
  • Mail: Sending us a letter at Customer Relations and Complaints, Astron - Mobile & Broadband, PO Box 6012, North Sydney NSW 2059
  • Electronic: Sending us an email to info@astron.com.au or follow the email link on our website www.astron.net.au
B. Astron staff can help you formulate, lodge and progress your complaint, if you request especially including because of disability, hardship and difficulties with English. Just let our Customer Care staff know you want help and, if you can’t tell us in that way:

  • write or email your request to an address in the Details Table; or
  • Contact us through your Authorised Representative or Advocate; or
  • Contact us via the National Relay Service on 133 677; or
  • Contact us via the Translating & Interpreting Service on 131 450.

Authorised representatives

You have the right to appoint an Authorised Representative or Advocate to act on your behalf about any complaint.

 

Your ‘Authorized Representative’ is someone who you have appointed to deal with us, on your behalf, with some authority over your account. They will need to provide proof of this authorisation to Astron upon request

 

Your ‘Advocate’ is someone who you have appointed to deal with us, on your behalf, but without any authority over your account

 

Acknowledging a complaint

We will acknowledge your complaint immediately if you complain over the phone, and within two working days if you complain through email or post channels.

 

When we acknowledge your complaint we will give you a unique reference number to enable you to easily follow up on your complaint (likely to be your account number). When you contact Astron and provide that reference number, we will be able to provide an update about the progress of the complaint and an expected resolution time.

 

Non-urgent complaints

Astron will assess the urgency of each complaint.

 

For non-urgent complaints that can't be resolved on first contact from the customer, Astron will try to resolve the complaint within 15 working days after receiving the complaint.

 

If this is not possible we will contact you within those 15 working days and tell you the reason for the delay and a specific time frame for resolution of the complaint.

 

Urgent complaints

A. Generally urgent complaints are ones where:

  • the complaint is about an Astron service which can't be used;
  • the customer has entered into a financial hardship arrangement with Astron and the matter complained about will likely worsen the customer's financial position;
  • the customer is on Priority Assistance (a service for people with a life-threatening medical condition).

B. For urgent complaints that can't be resolved on first contact from the customer, Astron will try to resolve the complaint within two working days after receiving the complaint.

 

C. If this is not possible we will contact you within those two working days and tell you the reason for the delay and a specific time frame for resolution of t he complaint.

 

D. If you accept Astron’s proposed resolution of the urgent aspects of an urgent complaint, we will if possible implement the urgent aspects of the resolution within two working days after we received the complaint.

 

Internal prioritisation

 

A. We are flexible in the way we prioritise complaint processing, because special circumstances may apply. But in normal circumstances:

  • Urgent complaints have highest priority.
  • Complaints involving services to customers with significant health problems, or the care of young children or who are in remote locations or who are aged are prioritised next
  • Complaints that are approaching, or have exceeded maximum response times are prioritised next. qaqw

B. We can often only know about these, or other important factors, if you tell us. You can alert us by any of the contact channels through which you can lodge a complaint.

 

Internal escalation

A. We have an internal escalation process, and your complaint will escalated and managed accordingly if you request it.

 

B. For your information, internal escalation and management may not accelerate resolution if the complaint is not urgent and its processing already meets the applicable standards and is within the permitted maximum response time/s.

 

C. A complaint will be automatically escalated if:

  • a maximum response time has been exceeded;
  • it becomes urgent; or
  • c. you notify us of another factor that increases the seriousness of your complaint or the need for expedited resolution.

 

D. You can request escalation through any of the contact channels through which you can lodge a complaint.

Appropriate resolution

A. We will resolve your complaint appropriately and:

  • we ensure that our Customer Care staff are trained to understand the potential remedies available to resolve complaints;
  • any remedy we offer will be tailored to the root cause of the complaint, and to your circumstances (if you have told us about them);
  • our Customer Care staff and management will monitor complaints to assess if they indicate wider issues, and, if so, address the root cause;
  • we will resolve billing errors in current bills.

 

Advising you of resolution

As soon as practicable after we finish investigating your complaint, we will advise you of the resolu

Credit management action suspended

A. We will not take credit management action over a disputed amount if you have made a complaint and we know:

  • it has not been resolved to your satisfaction; and
  • it is being investigated by us or the TIO or some other recognised third party
Escalation of complaint
  • You have the right to escalate your complaint at any time during the complaint process. This includes asking to speak to the Astron Customer Service Manager. If the Customer Service Manager is unavailable when you call, they will call you back by the next working day.
  • If you are not satisfied with the Customer Service Manager's response, you may ask to escalate the complaint to Astron’s General Manager.
Resolving your complaint
  • We will advise you of our proposed resolution of your complaint, as soon as practical after we finish investigating the complaint.
  • Before we are required to implement any proposed resolution, you must accept the resolution. Once you accept the resolution, Astron will deliver the resolution within 10 working days unless otherwise agreed (or unless any action or omission by you causes it to take longer).
Your service during the complaint process

Until the outcome of your complaint is determined:

  • Astron will suspend credit action on any disputed amount you owe to Astron; and
  • Astron will not terminate or suspend any service which is the subject of the complaint.

Contacting the Telecommunications Industry Ombudsman (TIO)

If Astron does not resolve your complaint to your satisfaction you can contact the TIO by:

  • calling 1800 062 058
  • writing to TIO, PO Box 276, Collins Street West, Melbourne VIC 8007
  • sending a fax to 1800 630 614
  • visiting http://www.tio.com.au/making-a-complaint