Complaints

TransACT Complaints Policy

We understand that from time to time you may have a complaint regarding our products or services.

TransACT treats every complaint or customer concern seriously. To register a complaint or concern or to view our resolution timeframes please refer to the details below.

Lodging a complaint with TransACT

You can lodge a complaint with TransACT by:
Email (preferred method): customer.care@transact.com.au
Phone: 13 30 61 option 6 (free call from your TransACT service)
Online Enquiry Form: www.transact.com.au/contact
Post: Customer Satisfaction PO Box 1006 Civic Square ACT 2608

If you do have a complaint, we ask that you allow us the opportunity to exhaust all possible internal resources before going to the TIO. In our experience complaints dealt with internally are resolved much quicker than complaints mediated via the TIO.

Complaints Charter

All customers or former customers have a right to make a complaint. Any customers or former customers who make a complaint to TransACT will be treated with fairness and courtesy and their complaint will be dealt with objectively and efficiently. Any complaints resolution must be accepted by the complainant before TransACT can implement it.

Urgent Complaints

At first point of contact a TransACT staff member will prioritise your complaint as general or urgent in nature. General complaints are investigated as a priority and we aim to have all general complaints resolved within ten business days. Urgent complaints have a proposed resolution implemented within two business days. If you believe your complaint to be of an urgent nature please ensure you advise our staff at the time of the complaint so that they may escalate it accordingly.

The definition of an urgent complaint as per the Telecommunications Consumer Protections Code is: The complaint is made by a customer who has applied for or has been accepted as being in Financial Hardship under that Supplier’s Financial Hardship policy and where the subject matter of the Complaint can reasonably be presumed to directly contribute to or aggravate the Financial Hardship of that consumer; or disconnection of a service is imminent or has occurred and where due process has not been followed.

TransACT complaints are handled using a four stage internal escalation process that is designed to maximise the efficiency complaints handling.

Stage 1 – First Contact with Customer Service Representative

A Customer Service Representative will do all that is in their power to resolve a complaint as the first point of contact. If the Customer Service Representative is unable to resolve the complaint the next step is to escalate to their Team Leader.

Stage 2 – Escalation to a Team Leader

Once your complaint has been escalated to a Team Leader all complaints files provided by the Customer Service Representative will be reviewed. Upon the review of all relevant information the Team Leader will approach you with a proposed resolution. If the complaint is not resolved at this stage the next step is escalation to the Customer Satisfaction Team. All complaints will be reviewed by a Team Leader before escalating to the Customer Satisfaction Team.

Stage 3 – Escalation to the Customer Satisfaction Team

At this stage all notes regarding the complaint will be reviewed by the Customer Satisfaction Team. Once all of the relevant information has been reviewed an offer will be made to you as a customer that is deemed to be fair and reasonable by the Customer Satisfaction Team. In the unlikely event that a complaint cannot be resolved at this stage the Customer Satisfaction Team will discuss alternative avenues for the complainant in Stage 4.

Stage 4 – Alternative Avenues

After reviewing the complaint the Customer Satisfaction Team will offer a resolution that is deemed to be fair and reasonable by TransACT. In the unlikely event that you as a customer are not satisfied with this result the Customer Satisfaction Team may offer to escalate to a senior manager or as a last resort offer to provide you with the contact details for the Telecommunications Industry Ombudsman. While at any stage during the complaints process you may ask for the Telecommunications Industry Ombudsman contact details, we ask that you give TransACT the opportunity to resolve your complaint through our internal process before seeking external advice.

For more information refer to TransACT’s Complaints Policy. If we do not resolve your complaint to your satisfaction you may contact the Telecommunication Industry Ombudsman on 1800 062 058 or by visiting their website www.tio.com.au