Upon receiving your complaint, we will confirm that we are investigating your complaint by telephone or writing within 2 working days. [We will give you a reference number or similar to allow you to easily follow up on your complaint].
If your complaint is urgent, such as if you are undergoing financial hardship under our Financial Hardship Policy, if your service is about to be disconnected, or if you are receiving Priority Assistance for the service (eg, for medical reasons), we will prioritise your complaint and aim to resolve it within 2 working days. If we cannot, we will explain the reasons why it is taking longer to you.
If we cannot resolve your complaint immediately, we may need to investigate it. We will keep you informed of the progress of your complaint, proposed actions, and the expected timeframe for resolution.
We will generally investigate and resolve your matter within 15 working days. Complex complaints may take longer than 15 working days to resolve. In this case, we will keep you updated on the reason for the delay and likely timeframe for resolution. In the event that the anticipated delay is longer than a further 10 working days and is not the result of a declared mass service disruption, we will advise you of your options for external dispute resolution including the Telecommunications Industry Ombudsman. We will always advise you of the outcome of your complaint. [Where we need to fix your problem, we will agree with you on how this will be done]. Where you have requested us to do so, we will advise you in writing.