Complaint Handling Policy
Here at Multiline, we believe in delivering outstanding customer experiences in a way that is fair, transparent, timely, respectful and effective. We do this by providing quick and effective resolutions of your concerns and difficulties.
You have a right to make a complaint if you are dissatisfied with our services or how we have handled your enquiry. If you have not received the support you expect, we want you to let us know so that we get it right. If it is not clear to us whether you wish to make a complaint, we will clarify it with you.
We will not charge you for handling your complaint.
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What is a complaint?
A complaint is an implied or express statement of dissatisfaction or grievance (where a response is sought), made to us about our:
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customer services
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actions or decisions
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inaction or delay
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policy or processes
Feedback is a compliment, criticism, comment or suggestion where a response is not sought, or not required.
We don’t automatically treat the first time you contact us to request information, support or report a fault or service difficulty as a complaint, however we will if you ask us to. If you have not received the support you expect, we want you to let us know so that we get it right & improve in the future. If it is not clear to us whether you wish to make a complaint, we will ask if you want to have your concern managed as a complaint. We actively seek to identify and understand what our customers need, expect and prefer. We are open to feedback.
• complaints are welcomed and free
• complaint handling is confidential
• there is no penalty for complaining
• complaints are valued by us as a way to improve our service
• complaints can be made anonymously.
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When making a complaint
We are committed to acknowledging and resolving a complaint as soon as possible. When you make a complaint over the phone, or by email we will immediately give you:
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A unique reference number so you can identify and follow up on your complaint.
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An estimated timeframe for when we will resolve your complaint.
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Details on how you can get information about our complaint handling process.
Urgent Complaints
Please advise us if your complaint is urgent.
Complaints will be considered as urgent if:
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you have applied for or have been accepted as being in Financial Hardship under our Financial Hardship Policy and it's clear to us that the nature of your complaint will directly contribute to or worsen that hardship
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disconnection of a service is imminent or has already occurred and where due process has not been followed.
We will acknowledge your Urgent Complaint immediately if you contacted us via phone or otherwise within 1 working day of receiving your Urgent Complaint.
We aim to resolve Urgent Complaints within 2 working days. We will contact you directly to advise and discuss a new timeframe in the event that a resolution is likely to fall outside of this timeframe.
If your complaint has not been considered urgent based on the above criteria and you believe it should be, please let us know as soon as possible
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The steps we take to resolve complaints
We aim to provide remedies which are proportionate, fair and provided in a timely fashion. Our investigation process begins as soon as we become aware of your complaint.
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Step 1—Log the complaint in our complaint handling system immediately, including:
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interpreter needs
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communication needs and preferences, for example, contact in writing or by phone, larger fonts or alternative electronic formats
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if you ask for another person’s involvement, such as assistance from a nominee or other person such as a friend, family member or caseworker (consent may be required).
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Step 2—Acknowledge the complaint in the medium it was received or preferred:
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within 3 working days – sooner if urgent and will include:
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an explanation the complaint process
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contact details and the name of a contact person
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how and when to provide any further information
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an explanation of how long it is likely to take to:
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contact you again
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resolve the complaint
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provide a complaint identification number.
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Step 3—Assess and Triage
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we will ask what outcome you are seeking and decide what action is required including where to direct it and whether it needs to be prioritised.
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Step 4—Resolve Early or Investigate
Some complaints can be resolved on first contact, or with minimal further assessment or enquiries being made.
We will try to resolve your complaint at the time it is raised. However, if we need to investigate it further, we will aim to resolve it or tell you what we are doing to resolve it, within ten working days. When it comes to urgent complaints, we aim to resolve them within two working days of being received.
We will contact you or your representative regarding your complaint. We will make multiple attempts on consecutive days to contact you. Once we make contact, we will propose a resolution to your complaint.
If we cannot contact you or your representative, we will write to you stating we were not able to contact you, provide details of those attempts and invite you to contact us within 14 business days, where we will reopen the complaint and continue our investigation.
If you contact us more than 14 business days after closure of the complaint (where we have been unable to contact you), we will create a new complaint case and commence investigation, although information from your original complaint will be linked to the new complaint.
Should you wish to accept our resolution, we will aim to complete all steps to implement that resolution within 10 working days or two working days for urgent complaints. We will only implement the resolution once it has been accepted by you.
The only cases where this may differ, is when you agree to a different timeframe for resolution, or we need you to do something to resolve the complaint.
We will close your complaint or implement a resolution when you have agreed to it .
Sometimes, we might not be able to resolve a complaint within the timeframes set out above. If that is the case, we will contact you, explain the reason for the delay, and give you a new timeframe for resolution and avenues for external dispute resolution, if the expected delay will be longer than 10 working days.
We will provide written confirmation of the resolution of a complaint within five working days if you ask us to.
Referral
If a complaint falls outside our area of responsibility, we will try to help you find the right complaint pathway.
Investigation
If the complaint cannot be resolved early, an investigation may be required.
Process
Early resolution and investigation processes will be impartial, confidential, transparent and fair. We may ask you to provide information or documents.
We will give you an opportunity to respond to contrary information or evidence before making a final decision.
Timeliness and updates
If it appears unlikely that we will meet the timeframes for resolution we will provide an update as soon as possible.
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Step 5—Consider potential remedies / outcomes
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While your complaint is being investigated, we will provide you with progress updates, so you know what is happening. You can also contact us to check the progress of your complaint using the unique complaint reference number that we provide you when your complaint is acknowledged.
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- Step 6—Communicate the outcome
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Once we are in a position to resolve the complaint, we will communicate the outcome and reasons for our decision. If an outcome is unfavourable, we may be able to provide options for escalation or review.
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Should you wish to accept our resolution, we will aim to complete all steps to implement that resolution within 10 working days or two working days for urgent complaints. We will only implement the resolution once it has been accepted by you.
The only cases where this may differ, is when you agree to a different timeframe for resolution, or we need you to do something to resolve the complaint.
We will close your complaint or implement a resolution when you have agreed to it .
Sometimes, we might not be able to resolve a complaint within the timeframes set out above. If that is the case, we will contact you, explain the reason for the delay, and give you a new timeframe for resolution and avenues for external dispute resolution, if the expected delay will be longer than 10 working days.
We will provide written confirmation of the resolution of a complaint within five working days if you ask us to.
In addition, we will inform you of your escalation possibilities or any external dispute resolution options available to you if you are not happy with the outcome. This includes making a complaint to the Telecommunications Industry Ombudsman (TIO) by calling 1800 062 058 or online via their website www.tio.com.au
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- Step 7—Finalise
- Step 8—Feedback systemic issues
- we will consider whether the complaint raised any systemic issues that should be fed back to a supervisor
There are also some external dispute resolutions available to you. We will not cancel your service for the sole reason that you were unable to resolve the complaint directly with us and pursue options for external dispute resolution.
4. How to make a complaint
If you need to make a complaint, or would like to check the progress of a complaint, please contact us by one of the following methods:
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Email: |
help@Multiline.au – available during business hours (9am to 5pm AWST)- Monday - Friday |
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Mail: |
Multiline Pty Ltd, PO Box 8140 SUBIACO WA 6008 |
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Telephone: |
1300 296 374 |
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Disability Services: |
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If you have a disability and need help making a complaint or understanding our complaint handling process, you can also contact us using one of the below |
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Relay Service |
You can contact us through the National Relay Service Monday to Friday 9am – 5pm (around Australia) |
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