CUSTOMER COMPLAINTS POLICY
INTRODUCTION
This policy sets out the process for complaints handling at Vaya. You have a right to make a complaint if you are dissatisfied with our services or how we’ve handled your enquiry. If you have not received the support you expect, we want you to let us know to get it right. If it’s not clear to us whether you wish to make a complaint, we will clarify it with you.
COMPLAINT COSTS
There are no costs associated with lodging a complaint with Vaya.
CONTACTING US
You can contact us about your complaint via the methods listed below. We will acknowledge receipt of your complaint as soon as we receive it, if received electronically. If you contact us by other means, (e.g. if you send us a letter), we will acknowledge receipt of your complaint within 2 working days.
| Website (online form) | www.vaya.net.au/online-complaints-form |
| Phone | 1300 008 292 |
| Letter | Vaya Complaints PO Box R1861 Royal Exchange NSW 1225 |
| complaints@vaya.com.au | |
| Live Chat | www.vaya.net.au/contact |
Digital only support – Monday to Friday: 8am to 6pm, Sat & Sun: 10am to 5:30pm,
Public Holidays: 10am to 6pm (Sydney time).
Phone based support – Monday to Friday: 9am to 6pm, Sat & Sun: 10am to 5:30pm,
Public Holidays: 10am to 6pm (Sydney time).
HOW DO WE RESOLVE COMPLAINTS?
BY PHONE: You can speak to one of our team over the phone to try and resolve your complaint straight away, at any time. If they’re unable to solve your problem, a manager will take responsibility for your issue. If you are still unsatisfied with your experience, any of our staff can lodge a formal complaint, and one of our Customer Resolution Experts will get in contact with you within 2 working days. They will also provide you with details on how to monitor your complaint.
BY EMAIL OR LETTER: We will acknowledge your complaint within 2 working days of receipt. At this time, we will provide you with an indication of how long it may take to resolve. When you make a complaint, we will acknowledge receipt of your complaint, including a description of its category defined by service and the nature of the concern.
We will provide you with a verbal or written response with:
- Confirmation that your complaint was received; and
- A unique reference number and instructions about how you can monitor your complaint; and
- Information on how to escalate your complaint if you require urgent assistance.
BY LIVECHAT: You can chat to one of our team via Live Chat to try and resolve your complaint straight away, at any time. If they’re unable to solve your problem, a manager will take responsibility for your issue. If you are still unsatisfied with your experience, any of our staff can lodge a formal complaint, and one of our Customer Resolution Experts will get in contact with you within 2 working days. They will also provide you with details on how to monitor your complaint.
We can view your complaint and category when you quote the unique reference number, account or mobile number at any time.
HOW LONG DOES IT TAKE TO RESOLVE MY COMPLAINT?
Our Customer Care Team can give you an update on how your complaint is progressing by contacting them using the details on our website or at the top of this policy. You can also provide our team with your unique reference number. When you are assigned a dedicated Customer Resolution Expert, they will supply you with appropriate contact details.
WHAT IF I AM UNABLE TO SPEAK WITH VAYA MYSELF?
Should you need another individual to speak to us on your behalf, please let us know. We’re happy to assist you in any way we can but will need approval from you to do so. We may contact you to ask your permission either via phone or in writing first, to make sure you are happy for us to discuss your complaint and account details with them.
If you require Accessibility assistance or if you are from a Culturally and Linguistically Diverse background our staff will escalate your request and organise for a support specialist to make contact with you via an appropriate channel.
Should you have more specific needs requiring assistance in making a complaint (e.g. financial hardship situations), please let us know so that we can determine how to assist you.
WHAT IF I WANT MY COMPLAINT ESCALATED?
Your complaint can be escalated at any time by contacting us using the methods listed at the top of this policy.
If our consultants or managers are not able to resolve your concerns, we will refer your complaint to our Customer Resolutions Team. Please let them know you would like to escalate your complaint.
We will provide you with a complaint reference number, and within 2 working days your complaint will be allocated to a dedicated Customer Resolutions Expert. Your Customer Resolutions Expert will also provide you with their direct contact details and work with you to resolve your complaint.
WHAT IF MY COMPLAINT IS URGENT?
We deal with most complaints in the order they are received. We consider some complaints more urgent than others; usually complaints referred by our financial hardship team and where a customer has lost service, or we become aware that their service may become lost for an unknown or unusual reason. These types of complaints are given priority and we will work to resolve them within 2 working days. If your complaint is of this nature, please call us on 1300 008 292
If you feel your complaint is urgent and requires priority for any other reason, please speak with our staff, who will do their utmost to assist.
WHAT DO WE EXPECT FROM YOU?
To ensure your complaint is resolved effectively, we may need to contact you to find out more information and discuss your concerns. We will require contact details to enable communication between you and Vaya and we ask that you make yourself available to discuss your concerns at an agreed upon time.
While your complaint is being investigated, we ask that you pay any outstanding undisputed billed balances. We will not take mercantile action on amounts that are part of your complaint, nor will we cancel your service because you made a complaint.
Should your matter be complex, or require extra time to resolve, we will discuss this with you and provide you with the reasons why this is the case.
If, after careful consideration, we believe we cannot assist you further and your complaint is frivolous or vexatious, then we may decide to close your complaint. If this is the case, then we will let you know within 5 working days of our decision and any avenues for external dispute resolution. We will provide you written confirmation of this within 5 working days if requested.
WHAT IF I AM STILL DISSATISFIED?
Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec
If you are not satisfied with our review of your complaint, with how we have handled the complaint, or the resolution of a complaint you can ask the Telecommunications Industry Ombudsman (TIO) to assist. It is important that you attempt to resolve your concerns directly with Vaya prior to reaching out to the TIO. We will forward a letter (or email) detailing our understanding of the complaint, offered resolutions, and available external options within 5 days of you notifying us that you’re unhappy with the resolution determined as best applicable for your complaint outcome.
To lodge a complaint with the TIO you can call 1800 062 058 (1800 675 692 from a TTY handset) or contact them via their website http://www.tio.com.au.
Please note: You will need to provide the TIO with your Vaya unique complaint reference number to show you’ve attempt to resolve your issue with us prior to using their service.
ullamcorper mattis, pulvinar dapibus leo.