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Handling of customer complaints
Optus Statement on Customer Service Standards
INTRODUCTION
Optus aims to provide the highest level of customer service, which includes the handling of
complaints. This statement outlines Optus’ procedures for the handling of customer complaints
in relation to our products and services. It sets out our current complaint handling policy, which
is compliant with the ACIF Industry Code on Complaint Handling.
YOUR LEGAL RIGHTS
Nothing in this Statement of Customer Service Standards limits or detracts from your rights
under the Standard Terms and Conditions for your service, the Telecommunications Act,
the Trade Practices Act or any other laws. You do not have to follow the complaint handling
procedures in this Statement. You are always free to take independent action to enforce your
rights. However, we believe that our complaint handling procedures will provide a quick and
effective resolution of your concerns and difficulties.
COMPLAINT HANDLING PROCEDURES – HOW OPTUS HANDLES COMPLAINTS
Optus aims to provide an efficient, fair and accessible mechanism for handling customer
complaints. Optus Customer Service will be your main point of contact within Optus whether
you wish to register a complaint about technical difficulties, billing problems, Optus dealers
and staff, or you merely want information about Optus services. Our aim is to ensure that our
complaint handling process is accessible to all customers.
Please call us on:
Residential Customer Care on 133 697
Small Business Customer Care on 133 343
Providing customers with easy access and a point of contact to lodge a complaint is a
fundamental element of our overall complaint policy. Each person you deal with at Optus
Customer Service will identify himself or herself by their first name so you know with whom
you are speaking. Our objective is to resolve the vast majority of enquiries and complaints
during the customer’s first call. Our Customer Service Representatives have the training
and authority to deal with most of the problems or enquiries, which customers may have “on
the spot”. Senior management will stand behind agreements reached with customers by our
Customer Service Representatives.
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