Complaint Handling Policy

Square One Telecom (Us) hope that all of its customers will not have reason to be dissatisfied, however we acknowledge the right for our customers to make a complaint and for it to be resolved in an objective, efficient and fair manner.

Our complaint handling process meets the following broad principles:

  • It is accessible, transparent and easily understood;
  • It is free;
  • It provides for the courteous, timely and fair resolution of complaints.
Making a Complaint

You can contact Us via the following methods:

  • Phone - 1300 313 163
  • Email - admin@squareonetelecom.com
  • Website - www.squareonetelecom.com
  • Address – 2/9 Beechboro Road South, Bayswater WA 6053
  • During our discussions, if we are in doubt, we will confirm with you if your expression of dissatisfaction is a complaint.

We will work with you to help you compile your complaint.

Another Person Acting on Your Behalf

You may wish for someone else to deal with us on your behalf. This might be a family member, friend, your carer or your advocate. If so, you need to let our Customer Service Team know who that person is, so that we can add them to your account as an “authorised representative”. Contact the Customer Service Team using the details listed above.

Customers with Hearing or Speech Impairments

If you are deaf or have a hearing or speech impairment and/or you use a text phone (TTY) or a computer with a modem, you can contact us by using the National Relay Service (NRS). You can use the NRS for no additional charge. Contact the NRS using a modem or TTY by dialing 133 677 and quoting the relevant Us telephone number (listed above).

Customers with English Language Difficulties

Customers having difficulty with English can communicate with us via the National Translator and Interpreter Service by calling 13 14 50.

Complaint Reference

When you make a complaint, you will be allocated a unique reference number. This will be provided:

  • Immediately if you have made your complaint by telephone and had direct contact with our customer service staff;
  • Within two working days of receipt if you have made your complaint by:
    • Email
    • Our website
    • Post
    • Telephone and a message is recorded without direct contact with our customer service staff.
Complaint Handling

Where possible, we will endeavour to resolve your complaint at the first instance as this is in everybody’s interests.

  • We will discuss the elements of your complaint to enable appropriate classification and analyse trends and identify potential systemic issues.
  • When disputing charges, specify the amount or nature of the charges. No further Credit Management action will be taken on disputed amounts until resolved.
  • If you may have trouble paying your account, we will talk to you about payment options, including our Financial Hardship Process.
  • We will delay the commencement of any legal proceedings while your complaint is being handled internally and for 7 working days after you are advised of the outcome.
Escalation

Some complaints may be referred to a Team Manager. You will receive a complaint reference and we will endeavour to resolve your complaint within our resolution timeframes.

Resolution

We will endeavour to resolve your complaint at first contact. If not resolved initially, we will advise you of our proposed resolution:

  • Within 15 working days from the date the complaint is received by us; or
  • If we do not believe the complaint can be resolved within 15 working days we will advise you before working day 15 of:
    • The reasons for the delay;
    • The specific timeframe for completion of the resolution;
    • If the anticipated delay is a further 10 working days or more (and is not the result of a mass services disruption), we will advise you of your options for external dispute resolution including the TIO.
  • You can request written confirmation of the proposed resolution or confirmation that the matter has been resolved within 5 working days of your request.
Urgent Complaints
  • Complaints by customers in Financial Hardship where the issue may aggravate the hardship.
  • Complaints where disconnection of a service is imminent or has occurred and due process has not been followed.
  • Urgent complaints will be resolved within 2 working days where possible. Delays will be communicated with your options for external dispute resolution including the TIO.
Unreasonable and Frivolous Complaints

Rare cases may involve complaints that are frivolous, vexatious, fraudulent, racist, threatening, or abusive. These will be carefully considered, escalated internally, and the complainant informed of reasons within 5 working days, including options for external dispute resolution including the TIO.

Escalation to TIO

If, after the internal escalation and complaint handling process, you are still not satisfied, you can refer your complaint to the Telecommunications Industry Ombudsman (TIO). The TIO is free and independent for unresolved complaints about telephone or internet services. Contact details: www.tio.com.au or call 1800 062 058.

Contact Failure

If we are unable to contact you to discuss your complaint or offer a proposed resolution, we will write to your address or email on file to:

  • Advise we have been unable to contact you;
  • Provide details of our contact attempts; and
  • Invite you to contact us within 10 working days.