Complaints Handling Policy
Raging Communications is a member of the Telecommunications Industry Ombudsman scheme. We handle complaints under the Telecommunications (Consumer Complaints Handling) Industry Standard and the Telecommunications Consumer Protections (TCP) Code.
What counts as a complaint
A complaint is any expression of dissatisfaction with our products, services, staff or the way we have handled a complaint, where you expect a response or a resolution. You do not have to use the word "complaint" — if you tell us you are unhappy and want something fixed, we treat it as a complaint. An initial request for a service, information or support is not a complaint, but it becomes one if you are dissatisfied with how we deal with it.
You can complain yourself, or someone you authorise can complain on your behalf. We never charge a fee to accept or handle a complaint.
How to make a complaint
Acknowledged within 2 working days
Queensland:
South Australia:
Acknowledged during the call
Log in and raise a ticket with the category Complaint to lodge and track it.
What to tell us
- Your name and account number (if you have one)
- The best phone number or email address to reach you on
- What happened and when
- The outcome you are looking for
- Anything supporting it, such as a bill or earlier correspondence
If you need help making a complaint, tell us and we will assist. We can also work with an interpreter, the National Relay Service, or a family member, friend or advocate you authorise to act for you.
How we handle your complaint
- 1
We acknowledge it
You get a complaint reference straight away if you call us, or within 2 working days if you write to us. We tell you who is handling it and when you can expect an answer.
- 2
We assess how urgent it is
Complaints involving financial hardship, an imminent disconnection, a safety or life-threatening issue, or a vulnerable customer are treated as urgent and resolved within 2 working days.
- 3
We investigate
We look into what happened, check your account and services, and contact you if we need anything further.
- 4
We propose a resolution
For a non-urgent complaint we propose a resolution within 10 working days and explain our decision. If we cannot meet that timeframe we contact you, explain why, and give you a new date.
- 5
We carry it out
Once you agree to the resolution, we carry it out within 5 working days and confirm it with you in writing.
Our timeframes
These are the maximum timeframes set by the Telecommunications (Consumer Complaints Handling) Industry Standard. We work to resolve most complaints well inside them.
| What happens | Our maximum timeframe |
|---|---|
| We acknowledge your complaint | Straight away if you complain by phone, in person or live chat. Within 2 working days if you complain by email, post or our online form. |
| We resolve an urgent complaint | Within 2 working days — including carrying out the resolution. |
| We propose a resolution to a non-urgent complaint | Within 10 working days. |
| We carry out the resolution you have agreed to | Within 5 working days. |
Urgent complaints
We treat your complaint as urgent, and resolve it within 2 working days, if:
- you have applied for, or are receiving, financial hardship assistance from us
- disconnection of your service is imminent, or has already happened, and it is unwarranted
- the complaint involves a safety or life-threatening issue
- you receive Priority Assistance, or you are otherwise in a vulnerable situation
Tell us if any of these apply so we can prioritise your complaint. We will not disconnect or suspend your service, or refer your debt for collection, over an amount that is the subject of an unresolved complaint.
If we are running late
If we cannot resolve your complaint within the timeframes above, we will contact you to explain why and give you a new expected date. If the delay is expected to run more than 10 working days past the deadline, or your complaint is still unresolved after 30 calendar days, we will also give you information about the Telecommunications Industry Ombudsman.
If you are not satisfied
You can ask for your complaint to be escalated to a manager at any time, and we will tell you the outcome of that review. You can also take your complaint to the Telecommunications Industry Ombudsman.
Telecommunications Industry Ombudsman
If you are not satisfied with how we have handled your complaint, you have the right to take it to the Telecommunications Industry Ombudsman, which is a free and independent service.
Raging Communications is a member of the Telecommunications Industry Ombudsman scheme. The TIO is a free and independent dispute resolution service for residential and small business consumers. You can contact the TIO at any time, although they will usually ask that you give us the chance to resolve your complaint first.
By phone
1800 062 058Our records
We record every complaint in our complaints register, including when it was received, acknowledged and resolved, and any delay we told you about. We keep these records for at least 2 years and you can ask us for a copy of your own complaint history at any time. We review complaint trends regularly to fix the causes, not just the symptoms.
Raging Communications, ABN 16 308 093 522. This policy is available free of charge on request in an alternative format. Complaints: