What is a complaint?

If you inform us that you are unhappy with our products or services and state you wish to make a complaint, then we treat this as a Formal Complaint. There is no charge for raising a Complaint.

How do I raise a complaint?

We want to make it as easy as possible for you to raise a complaint so there are a number of ways you can do this.We want to make it as easy as possible for you to raise a complaint so there are a number of ways you can do this.

1. Using our Complaint Web-Form below.
2. Email your Complaint to complaints@uplinkme.com.au
3. By calling us on 1300 510 610 during business hours and stating you wish to raise a complaint.
4. Send us a letter to PO BOX 78, Prospect SA 5082

You can nominate another person to be the contact for the complaint if you prefer. You will need to let us know if you choose this option by contacting us by the methods above and providing their full name, contact details and authority to act on your behalf.

If you are having trouble paying your invoices due to changes in your financial situation please see our Financial Hardship Policy.

Be aware that you can use the following services to contact us if needed:

• Translating & Interpreting Service (TIS National): 13 14 50
• National Relay Service (includes TTY): 13 36 77

What is the complaints process?

Complaint Received and Acknowledged

When we receive your complaint we will provide you the relevant ticket reference number, which is your ongoing reference number for the complaint. This number is our acknowledgement that we have received your complaint.

Complaint Updates

You can call or email us at any time via the contact methods above for an update on your complaint by mentioning your complaint reference number.

Complaint Initial Assessment

We will assess your complaint within 2 business days to see if we can resolve your complaint immediately. We will also cease any credit management processes for disputed amounts until the complaint is resolved.

Urgent Complaints

If your complaint relates to financial hardship or a pending service disconnection then UplinkMe will treat this as an Urgent Complaint.

Investigation

If the complaint can’t be resolved immediately after the initial assessment then UplinkMe will collect relevant information to assess and resolve your complaint. This process can take up to 10 business days and we may contact you for more information during this process. If we have classified your complaint as Urgent, then this investigation will take up to 2 business days. There may be some circumstances where the complaint investigation takes longer, if this happens, we will let you know why, and when you can expect a response. Please be aware that if your complaint relates to a fault or outage from a wholesale partner, we will need to wait for the underlying issue to be resolved before we can offer a solution which may extend the time frame required to resolve the complaint.

Response and Proposed Resolution

UplinkMe will respond formally to your complaint and ask if you agree with the proposed solution. If you disagree with the proposed solution, please let us know and we may review the proposed solution or direct you to the Telecommunications Industry Ombudsman for mediation.

Contact during the Complaint

If UplinkMe is unable to contact you three times to request information or offer a solution we will then wait 10 business days for your reply. If we don’t hear from you during this time your complaint may be closed. If this occurs, you may contact UplinkMe again to reactivate the complaint process.

Implement Solution

If you agree with the proposed resolution, UplinkMe will implement the solution within 10 business days (2 business days for Urgent Complaints) unless there are circumstances beyond our control which cause delays. We will always inform you of the reasons for any delays and provide you a new timeframe to resolve the complaint if this occurs. Urgent Complaints will have the agreed resolution implemented within 2 business days unless advised otherwise.

Closing the Complaint

UplinkMe will let you know once the agreed solution has been implemented and the complaint has been closed.

Ombudsman

If you are unhappy with the way your complaint has been handled or addressed, you can contact the Telecommunications Industry Ombudsman (TIO) to allow them to mediate. Once this occurs your Formal Complaint is closed and the TIO will manage the complaint. You can contact them by calling 1800 062 058 or via their website http://www.tio.com.au

Frivolous or Vexatious Complaints

If after careful consideration and internal review UplinkMe reasonably concludes that it can do nothing more to resolve the complaint or assist you, and your behaviour or complaint is frivolous or vexatious, then UplinkMe may decide to reject the complaint.

If this occurs we will inform you of the reasons behind our decision within 5 business days and provide you the option of contacting the Telecommunications Industry Ombudsman for external mediation of your complaint.