Complaint Handling Policy

1. Purpose

Coastcom is committed to resolving complaints fairly, efficiently and transparently in accordance with Australian telecommunications laws and industry obligations.

2. Scope

This Policy applies to all Coastcom telecommunications products and services including internet, mobile, SIP, hosted PBX, VoIP and managed telecommunications services.

3. Regulatory Compliance

This Policy complies with the Telecommunications Consumer Protections Code, Telecommunications Act 1997, Australian Consumer Law and ACMA complaint handling obligations.

4. What Is A Complaint?

A complaint is any expression of dissatisfaction relating to products, services, billing, support, privacy, faults, hardship or customer service where a response or resolution is expected.

5. Lodging Complaints

Customers may lodge complaints via [email protected], website contact forms, written correspondence or authorised representatives.

6. Complaint Handling Principles

Coastcom aims to acknowledge complaints promptly, investigate fairly, communicate clearly and provide reasonable resolutions as quickly as practicable.

7. Urgent Complaints

Urgent complaints may include financial hardship, service disconnection, vulnerable customer matters, safety concerns or critical outages.

8. Resolution Timeframes

Coastcom aims to resolve complaints on first contact where possible. More complex matters may require escalation and investigation.

9. Escalation

Customers may request escalation where they are dissatisfied with the handling or outcome of a complaint.

10. Telecommunications Industry Ombudsman

Customers may contact the TIO at www.tio.com.au or 1800 062 058 if dissatisfied with Coastcom's complaint resolution process.

11. Vulnerable Customers

Coastcom will take reasonable steps to support vulnerable customers including those affected by disability, illness, financial hardship or domestic violence.

12. Privacy

Complaint information is handled in accordance with the Privacy Act 1988 and Coastcom privacy obligations.

13. Record Keeping

Coastcom maintains complaint records in accordance with operational and regulatory obligations.

14. Staff Training

Relevant staff receive complaint handling and customer support training.

15. Accessibility

This Policy is available free of charge and in alternative formats where reasonably practicable.

16. Policy Review

Coastcom may update this Policy periodically to reflect legal, regulatory and operational changes.

17. Contact Coastcom

Support Email: [email protected]

Important Notice: Nothing in this Policy limits customer rights available under Australian telecommunications law or Australian Consumer Law.