Customer Service Charter

Freshtel Australia is strongly committed to delivering exceptional service. If we make a mistake or our service does not meet your expectations, we want to know about it. If there is something that is on your mind, share it with us. We welcome the opportunity to fix the situation.

Freshtel Australia's Customer Service Charter is here to provide you with information that you need to lodge or make a complaint. This information is also here to allow you let us know how you think we are going and/or to give us a suggestion about how we can improve our service to you.

Freshtel's Customer Support Standards
How do I make a complaint?
What if I have raised my complaint and I am not satisfied?
Other handy contacts
How long should it take for my complaint to be resolved?
Freshtel's Customer Service Guarantee
Our commitment to your privacy

Freshtel's Customer Support Standards

Whenever you call Freshtel Australia, we will:

Be courteous;
Be willing to assist you and be responsive to your needs;
Treat you efficiently, fairly, and professionally;
Provide oral or written advice which is clear, concise, accurate and complete;
Demonstrate professional, accurate information on Freshtel's products and service;
Take immediate action to rectify any errors or if we get something wrong;
Use your feedback and comments to make improvements to our service or products.

How do I make a complaint?

First Contact
If you have a problem, or if our service has not met your expectations, our Customer Support Team will try to help you as quickly as possible and resolve your issue the first time you call. Some issues might require some investigation, and if this is necessary, we will agree a course of action with you. There are a few different ways to contact our Customer Support Team:

Telephone

Phone (Australian callers only): 1300 373 748
Freshtel internet phone (Worldwide): 8111 8111
IDD: +61 3 9095 2000

Email
info@freshtel.com

Facsimile
+61 3 9095 2099

Standard Post
Customer Support Manager
Freshtel internet phone
Level 2
95 Coventry Street
South Melbourne 3205
Victoria, Australia

Would you like someone else to act on your behalf?
You can have someone else represent you or speak to us on your behalf. This may be a family member or relative, friend, a carer or an advocate. If so, we need your permission. You can arrange this by calling our Customer Support Team and advising us of who that person is. We will add them to your account as an “authorized representative”. Simply contact us on the above numbers.

What if I have raised my complaint and I am not satisfied?

The Telecommunications Industry Ombudsman (TIO)
If you are not satisfied with our review of your complaint or with the way in which we have handled the matter you can seek advice from the TIO.

The TIO is an alternative dispute resolution scheme for small business and residential consumers who have a complaint about their telephone or internet service. The TIO is a free service. You can refer a complaint to the TIO at any time. You do not have to go all the way through our review process before approaching the TIO. You should note however that the TIO service is intended as a "last resort", which means that you should give Freshtel an opportunity to resolve your complaint before you take it to the TIO.

The TIO's website can be found at: http://www.tio.com.au/

How do I contact the TIO?
Telephone: 1800 062 058
Fax: 1800 630 614
TTY: 1800 675 692
Translator: 13 14 50
Email: tio@tio.com.au

Postal Address
Telecommunications Industry Ombudsman
PO Box 276
Collins Street West
Melbourne 8007
Victoria, Australia

Other handy contacts

ACMA
The Australian Communications and Media Authority (ACMA) are responsible for the regulation of broadcasting, radio communications, telecommunications and on-line content.

If you have a complaint that raises wider telecommunications policy issues or is outside the TIO's jurisdiction, you may wish to raise it with the ACMA by calling 1300 850 115. Other ACMA contact details are available at http://www.acma.gov.au/

How long should it take for my complaint to be resolved?

Whether you complain to us over the phone, via e-mail or letter, we will try very hard to sort things out on the spot. We endeavor to acknowledge e-mails within 1 hour, and letters within 5 working days. We endeavor to resolve all complaints within 5 working days.

If your complaint is more complex, we might require a bit more time to investigate it. We will let you know as quickly as we can if this is the case. We will let you know:

What we need to do;
Approximately how long it will take; and
Your reference number with Freshtel, so can enquire about your complaint.

We will complete all investigations and provide you with a full response to your complaint within 30 calendar days.

Freshtel's Customer Service Guarantee

You may have heard of the Customer Service Guarantee (CSG). The CSG is a performance standard created by the Australian Communications and Media Authority (ACMA), which applies to most telecommunications companies,including Freshtel. The CSG provides financial compensation, of a prescribed amount, to customers who are affected by delays in service connections and fault repairs.

For more information about the Customer Service Guarantee, including how to make a CSG claim, click here.

Our commitment to your privacy

Freshtel is committed to the protection of customer personal information. Freshtel is subject to the requirements of the Telecommunications Act 1997, the Privacy Act 1988, the Telecommunication Industry Ombudsman Scheme and the ACIF Code of Practice. This includes our Privacy Policy which has been designed to ensure that customer personal information is protected.

Privacy Complaints
If you feel that we may have breached your privacy or our Privacy Policy, you may contact us in writing (e-mail, fax or letter) to:

Customer Service Manager
Freshtel internet phone
Level 2
95 Coventry Street
South Melbourne 3205
Victoria, Australia