At Novel Telecom you have the right to complain, and if you do we will deal with your complaint in a sound, efficient & objective manner and through a transparent process. We strive to solve any problems you may have during your first contact with us. Our complaint handling process complies with the requirements of the Telecommunications Consumer Protections Code (TCP Code).

OUR PRINCIPLES

FREE OF CHARGE

We will not charge you for dealing with your complaint in most instances, and we will never charge you without telling you first. We may charge you to recover our costs in very specific circumstances. If cost recovery charges apply, we will tell you before charging you (and you may of course choose not to pay and discontinue your complaint) and we will inform you about your options for external dispute resolution, e.g. the Telecommunications Industry Ombudsman (TIO).

Our objective is to resolve the vast majority of enquiries of complaints during your first contact with us. You will be charged at a local call rate.

If you prefer to put your complaint in writing, we will respond to your letter by telephone and will confirm any details in writing if you request us to do so.

A verbal or written acknowledgement of your written complaint will be made within five (5) working days after receiving your letter or email.

Phone

1300 317 517


Location

CUSTOMER OPERATIONS DISPUTES TEAM,
NOVEL TELECOM PTY LTD,
PO Box 364,
Woodville SA 5011

E-mail

info@noveltelecom.com.au


If you are calling us from a landline, your call is billed at a local call rate. Note that calling us from a mobile may be more expensive. We will help you formulating, lodging and progressing your complaint if you request this. Of course you can appoint an authorized representative or advocate making a complaint on your behalf. For help with how to appoint an authorized representative

WHAT WE WILL DO

WHAT IF YOUR COMPLAINT IS URGENT?

Your complaint will be treated as urgent

If your service has been disconnected or is about to be disconnected and due process has not been followed, or

If you have applied for being in financial hardship under our Financial Hardship Policy and the issue you are complaining about directly contributes to the Financial Hardship you are experiencing, or

If you are receiving Priority Assistance (e.g. because of a severe medical condition) for the service you are complaining about.

In this case we will agree with you on how to address the issue and implement all required actions to fix the issue within 2 working days. If there is a delay, we will explain why, provide you with a new expected timeframe, and if it is a longer delay also inform you about your options for external dispute resolution such as the TIO.

IF YOU ARE UNHAPPY WITH OUR EFFORTS:

If you tell us that you are not satisfied with the complaint timeframes, its progress or the outcome or if you tell us your complaint ought to be treated as urgent, we will escalate your complaint internally. If you are still dissatisfied, we will inform you about your options for external dispute resolution such as the TIO. We will never cancel your service only because you have contacted an external dispute resolution scheme. Telecommunications Industry Ombudsman (TIO)

You can contact the TIO as follows:

Phone

1800 062 058


E-mail

tio@tio.com.au