Complaints Handling Policy

1.1This policy explains how to make a complaint to Metcom, how we will handle it and what you can do if you are not satisfied. It applies to all Metcom services.

1.2A complaint is any expression of dissatisfaction about our products, services, staff or complaint handling, where a response or resolution is expected. A request for a quote or a general enquiry is not a complaint, unless you tell us you are unhappy.

1.3Making a complaint is free. We will not treat you unfairly because you have complained.

2.1You can complain to us by:

2.2You can ask someone to complain on your behalf, such as a family member, financial counsellor or advocate. We will ask you to confirm they are authorised.

2.3If you need help making a complaint, for example because of a disability or language barrier, tell us and we will help. You can also use the National Relay Service or the Translating and Interpreting Service on 131 450.

2.4To help us resolve your complaint quickly, please tell us your name, account number, the service affected, what happened, and what you would like us to do.

3.1When you complain we will give you a complaint reference number, and tell you how and when we will contact you.

3.2We will investigate fairly, keep you informed of progress, and explain our proposed resolution and the reasons for it.

3.3If we cannot meet a timeframe, we will tell you before it expires, explain why, give you a new date, and tell you that you can contact the Telecommunications Industry Ombudsman (TIO).

3.4We will tell you when we consider your complaint resolved, and confirm what we have agreed to do.

Urgent complaints

3.5A complaint is urgent if it relates to:

• a service we have disconnected, or are about to disconnect, that you have applied for financial hardship assistance for
• a service disconnection or suspension that you say is wrong
• an issue affecting a customer with Priority Assistance needs, or a customer at risk because of domestic or family violence
• any other situation where a delay would cause you serious harm

3.6We will try to resolve urgent complaints on first contact, and within 2 working days at most.

Disconnection while a complaint is open

3.7We will not suspend, restrict or disconnect your service, or take credit collection action, for an amount that is the subject of an open complaint while we are handling it, unless you have been told and the action is lawful and necessary, for example to stop fraud.

4.1If you are not happy with our response, ask for your complaint to be escalated to a manager. We will review it within 5 working days.

4.2If your complaint is still not resolved, you can contact the Telecommunications Industry Ombudsman (TIO), a free and independent dispute resolution service. Phone 1800 062 058 or visit tio.com.au. The TIO will usually expect you to have given us a chance to resolve the complaint first.

4.3You can also contact the Australian Communications and Media Authority (ACMA) at acma.gov.au, or your state or territory fair trading agency.

5.1We keep a record of every complaint, and use what we learn to improve our services and processes.

5.2We handle personal information in your complaint in line with our Privacy Policy.

5.3We review this policy regularly. The current version is always available at metcom.cloud/legal, and a copy is available free on request.