Complaints Handling Policy

Your right to complain

You have the right to make a complaint about any of our products or services, our staff, or how we have handled an earlier complaint. Making a complaint is free. This policy summarises how United Chase Group (trading as Chase Telco) handles complaints under the Telecommunications (Consumer Complaints Handling) Industry Standard 2018. It applies to residential, small business and not-for-profit customers.

How to make a complaint

• Phone: 1300 792 110 (Monday to Saturday)
• Email: complaints@chasetelco.com.au
• Online: the form on our Contact Us page (choose “Customer Support”)
• Letter: to Chase Telco Complaints at the address on our Contact Us page

You can ask someone else, such as a family member, friend or advocate, to make or manage the complaint for you. If you need an interpreter, call the Translating and Interpreting Service on 131 450. If you are deaf or have a hearing or speech impairment, contact us through the National Relay Service at www.accesshub.gov.au.

What happens next

• Acknowledgement: complaints made by phone are acknowledged straight away. Complaints made by email, online or letter are acknowledged within 2 working days, with a reference number so you can track progress.
• Assessment: we assess how urgent your complaint is and who is best placed to handle it.
• Investigation: we look into your complaint and keep you updated.
• Resolution: we will tell you how we propose to resolve your complaint within 15 working days. If we need more time, we will tell you why and give you a new date. If the delay will be more than 10 working days, we will also tell you about your option to contact the TIO.
• Implementation: once you accept, we will put the agreed resolution in place within 10 working days.

Urgent complaints

A complaint is urgent if it is about an application for financial hardship assistance, an unfair disconnection or restriction of your service, or a service needed for a medical condition. We will propose a resolution to an urgent complaint within 2 working days and put it in place within 2 working days of your acceptance.

Escalation

If you are unhappy with how your complaint is progressing, you can ask for it to be escalated to a senior team member at any time. We will tell you about our internal escalation process and your options to contact the TIO.

Telecommunications Industry Ombudsman (TIO)

If you are not satisfied with our response, you can contact the Telecommunications Industry Ombudsman. The TIO is free, independent and can help resolve your complaint.

• Phone: 1800 062 058
• Online: www.tio.com.au/making-a-complaint
• Post: PO Box 276, Collins Street West VIC 8007

We will not cancel or suspend your service only because you have taken your complaint to the TIO or another external dispute resolution body.

Need help paying your bill?

If your complaint is related to financial difficulty, see our Financial Hardship Policy or call us on 1300 792 110.