Complaint Handling Policy

1. Purpose

This policy explains how consumers can make a complaint about our telecommunications products, services or complaint handling, and how Quantum Integrated Solutions will manage it. A complaint is an expression of dissatisfaction where a response or resolution is expected. Making a complaint is free of charge.

2. How to Make a Complaint

You may contact us by:

• Online form: Submit a complaint
• Email: complaints@qtmone.com.au
• Telephone: 03 7057 3010, Monday to Friday during normal business hours
• Post: Quantum Integrated Solutions, PO Box 4203, Hoppers Crossing VIC 3029, Australia

A representative may make a complaint for you with your authority. Consumers who are deaf, hard of hearing or have a speech impairment may use the National Relay Service.

3. Information to Include

Please provide your name and contact details, the affected service, a clear description of the issue, relevant dates or reference numbers, and the outcome you are seeking. We will provide reasonable assistance if you need help making or progressing a complaint.

4. Our Complaint Process

1. We record the complaint and provide a reference that identifies it.
2. Complaints made by telephone are acknowledged immediately. Complaints received by email, online form or post are acknowledged within 2 working days.
3. We assess and investigate the complaint fairly, keep you informed where appropriate, and propose a resolution within 10 working days for a non-urgent complaint.
4. Once a resolution is agreed, we implement it within 5 working days unless another timeframe is agreed. We confirm completion in writing within 5 working days.

If we cannot meet a required timeframe, we will explain the reason for the delay and provide a revised expected timeframe.

5. Urgent Complaints

We prioritise complaints involving an immediate risk to personal safety, a serious risk to health or financial hardship, disconnection contrary to an agreed financial hardship arrangement, or another circumstance that reasonably requires urgent treatment. We aim to resolve urgent complaints, including implementing the agreed resolution, within 2 working days.

6. Escalation

If you are dissatisfied with the progress, expected timeframe or outcome, you may ask us to escalate or prioritise the complaint. We will explain our internal escalation process and your external dispute resolution rights.

7. Telecommunications Industry Ombudsman

If you are not satisfied with how we have handled your complaint, you have the right to take it to the Telecommunications Industry Ombudsman, which is a free and independent service.

Website: www.tio.com.au
Phone: 1800 062 058

8. Privacy and Records

We keep systematic records of complaints and handle personal information in accordance with our Privacy Policy.