Aggregato Australia aims to provide the highest level of customer service, which includes the handling of complaints. The complaints handling policy was created to be able to provide a fair and efficient mechanism to handle customer complaints.
This policy has been developed by Aggregato Australia in accordance with the ACIF Industry Code complaints handling as well as Telecommunications Consumer Protections Code (TCP Code).
Similarly, if you feel that a breach of the Competition and Consumer Act (CCA) had been committed, you are advised to raise a complaint on the matter. Aggregato Australia treats all such complaints very seriously and will be dealt with accordingly.
It should also be noted that an authorised representative or advocate may make a complaint on a customer’s behalf. Such authority must be completed with the Customer Service team prior to the representative making a complaint on a customer’s behalf. If you have a disability, you may either call the Customer Service team or appoint an authorised representative to raise the complaint on your behalf.
No legal rights arise under this document.
How to lodge a complaint
Complaints can be lodged:
| By phone: |
1300 736 900 |
| |
| By post: |
Hello Phone Cards Customer Service
P.O. Box 107,
Chatswood NSW 2057 |
What we will do
When you speak to an Aggregato Australia customer consultant they will always provide you with their name and try to resolve the complaint on the spot. Written complaints will be acknowledged within two (2) working days. The complaint will then be determined to be an urgent complaint.
An urgent complaint is a complaint where:
a) A complaint is made by a Customer who has applied for or has been accepted as being in Financial Hardship under the Financial Hardship policy and where the subject matter of the Complaint can be reasonably be presumed to directly contribute to or aggravate the Financial Hardship of that Customer; or
b) Disconnection of a service is imminent or has occurred and where due process has not been followed.
c) It involves a Priority Assistance Customer and their service for which they are receiving Priority Assistance.
A case number will be allocated to you in order to facilitate follow ups on the progress of your complaint. You will be informed of any proposed resolution and will only implement the resolution upon acceptance of that proposed resolution.
If within the first contact we were not able to resolve your complaint we will propose a resolution to your complaint within fifteen (15) working days of our acknowledgment of your complaint, and we will fully inform you of the outcome of our investigations.
Aggregato Australia prefers to deal with complaints and enquiries by phone as this provides a quicker response time.
Escalation of complaints
If you are not satisfied with the resolution or the investigation of your complaint, then you may request to have a supervisor review your complaint. The supervisor will try to provide a resolution as quick as possible.If all avenues of addressing your complaint has been exhausted or you find that the resolution to your complaint is still unacceptable, you can ask the Telecommunications Industry Ombudsman (www.tio.com.au) for assistance.