At two-phones, we are committed to providing excellent customer service and this includes how we handle a complaint should one arise.
This document sets out our commitment around managing and resolving complaints. We have established procedures to ensure that any complaint is clearly identified and escalated appropriately if it cannot be resolved at the initial point of contact. All complaints are taken seriously, and every effort will be made to address your concerns in a timely and professional manner. We are committed to addressing all complaints efficiently, objectively, and fairly and do not charge any fees to customers for resolving any complaint.
At two-phones, we define a complaint as any expression of dissatisfaction or grievance relating to our products and services, or the management of a complaint. We are committed to resolving all complaints in a timely manner, prioritising urgent complaints that may contribute to a customer's financial hardship or involve the disconnection or imminent disconnection of their two-phones service due to incorrect process following.
We do not charge any fees to customers for making a complaint.
Any customer or user has the right to make a complaint.
If a member of our staff identifies an expression of dissatisfaction during an interaction, we will inquire if you wish to make a complaint and provide assistance to anyone who needs it in formulating, lodging, and progressing a complaint with us. We are also ready to assist those with accessibility requirements or disabilities in lodging their complaint. Please be aware that two-phones cannot cancel a service(s) solely because a customer was unable to resolve the complaint directly with us and pursued external dispute resolution options.
We'd like to try and resolve your issue (whatever it is) before you make a complaint.
The first step in resolving any issue will be to bring the matter to our attention by way of submitting a support request. Details required – email address?
If you've already submitted a support request and feel your matter hasn't been resolved, the best way to contact us to make a complaint is by calling us on 1800 466 918. This line is open 8am – 5pm, 7 days a week.
If you're unable to call us, you can send your complaint as an email to:
complaints@two-phones.com
Sending your complaint as an email or letter can be done 24/7. If you're lodging a complaint on behalf of the account holder, the account holder will need to authorise you as a delegated authority. Account administrators can do this by calling us on 1800 466 918 and speaking to one of our two-phones support agents. This line is open from 8am – 5pm, seven days a week.
If you are making a complaint via email, please make sure you include the following important information in your letter or email so we can better resolve your complaint:
We understand the importance of acknowledging complaints in a timely manner. We're committed to providing prompt responses to all complaints, whether they're made via email, letter or phone.
For email complaints, we'll reply with a unique reference number that will help you identify your complaint. We'll also provide an estimated timeframe for when we'll be in touch and details on how you can get information about our complaint handling process. Additionally, we'll give you instructions on how to monitor the complaint's progress.
If a complaint is made by phone, we'll make sure to call you back within two business days of receiving your complaint. During this call, we'll discuss how we can resolve your issue and work towards finding a satisfactory resolution.
two-phones takes all complaints seriously and aim to resolve them as quickly and efficiently as possible. Depending on the seriousness and complexity of the issue, the investigation process may take different amounts of time. We aim to resolve complaints within two business days, but if further investigation is necessary, we'll let you know what we're doing and aim to resolve the issue within five business days. Our goal is to come up with a resolution within 15 business days of receiving the complaint. Once we propose a resolution that you agree to, we'll work to deliver it within 10 business days.
In some cases, we may not be able to resolve a complaint within the designated timeframe. If this occurs, we'll contact you and explain the reason for the delay and provide you with a new timeframe for resolution. Urgent complaints, such as those related to financial hardship or disconnection of service, will be prioritized and we aim to resolve them within two business days of receiving them. The only exception to this is if you agree to a different timeframe or we require your assistance to resolve the complaint.
To check on the progress of your complaint you can email us at complaints@two-phones.com making sure to include your unique reference number in the email.
Alternatively, you can call our customer service team on 1800 466 918.
If the resolution offered for your complaint does not meet with your satisfaction, there are two options available for you.
Our internal escalation process allows us to review the resolution offered and escalate the complaint to the next level of management if necessary.
We will review the issues raised in your complaint and any additional information you provide and offer you with a revised solution within five business days, after receiving your request for escalation.
There is also an external dispute resolution option, including making a complaint to the Telecommunications Industry Ombudsman (TIO).
To make a complaint with the TIO, you may contact them by phone on 1800 062 058, by mail by writing to them at TIO, PO Box 276, Collins Street, West Melbourne VIC 8007, or via their website at www.tio.com.au.
This document was last updated on July 1, 2023