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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 handle 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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