Complaints Handling Process

Overview

At C9 GROUP, we aim to provide exceptional service. However, we understand that things do not always go as planned. We take all complaints seriously and use them as an opportunity to improve our operations and customer experience.

This document outlines our process for handling complaints in accordance with the Telecommunications Consumer Protections (TCP) Code.

How to Lodge a Complaint

You can lodge a complaint with us through any of the following channels:

• Phone: Call us on 1300 000 299 (9am – 5pm AEST, Mon-Fri).
• Online: Use the contact form on our website.
• Email: Send an email to Sales@c9group.com.au.
• Mail: Complaints Officer, C9 GROUP, Level 3, 480 Collins Street, Melbourne VIC 3000.

If you require assistance lodging a complaint (e.g., if English is your second language or you have a disability), please let us know so we can provide appropriate support.

Our Process

When we receive your complaint, we will:

1. Acknowledge: We will provide an acknowledgement and a unique reference number within 2 business days.
2. Investigate: A senior member of our support or engineering team will review the details of your complaint.
3. Resolution: We will propose a resolution. We aim to resolve all standard complaints within 15 business days.
4. Implementation: Once a resolution is agreed upon, we will implement it within 10 business days.

Timeframes

Escalation (TIO)

If you are not satisfied with the resolution we propose, you can ask for the complaint to be escalated to a manager for further review.

If we are still unable to reach a resolution that you are satisfied with, you have the right to contact the Telecommunications Industry Ombudsman (TIO).

Telecommunications Industry Ombudsman

Web: www.tio.com.au
Phone: 1800 062 058
Mail: PO Box 276, Collins Street West, VIC 8007