Complaint Handling Policy

Complaint Handling Policy v2.0
CCS Communications
Customer Complaint Handling Policy
1. INTRODUCTION
At CCS Communications we are committed to providing our customers with the best products and service. This policy
details how CCS Communications handles customer complaints in relation to our products and services. We will
demonstrate fairness, courtesy, objectivity and efficiency in dealing with complaints.
This complaint handling process has been designed to comply with the Telecommunications Consumer Protections Code
(TCP Code). Implementation, operation and compliance of this process with the TCP Code is the responsibility of CCS
Communications’ Chief Executive Officer.
2. YOUR LEGAL RIGHTS
Nothing in this policy limits or detracts from your rights under the Standard Terms and Conditi ons, the
Telecommunications Act, the Trade Practices Act or any other laws.
You do not have to follow the complaint handling procedures in this Statement; you can choose to take independent
action to enforce your rights. However we believe that our complaint handling procedures will provide a quick and
effective resolution of your concerns and difficulties.
3. HOW CCS COMMUNICATIONS WILL HANDLE COMPLAINTS
The CCS Communications complaint handling policy aims to provide an efficient, fair and accessible mechanism for
customer complaints.
CCS Communications Customer Care will be your single point of contact; whether you wish to register a complaint about
technical difficulties, billing issues, or CCS Communications Authorised dealers and staff.
Our objective is to resolve the vast majority of enquiries and complaints during the customer’s first call. Our Customer
Service Representatives have the training and authority to deal with most of the problems or enquiries.
It may not always be possible to resolve a complaint on the first call, for example, because records have to be reviewed or
enquiries made with CCS Communications Authorised dealers or staff. Our objective is that complaints that cannot be
resolved during the first call will be resolved within the timeframes agreed with the customer.
To provide a check on the handling of complaints CCS Communications supervisors will:
 Randomly check records of complaints received by the Customer Service Representatives to ensure that a satisfactory
solution been reached.
 Call back a cross section of customers to discuss the handling of the complaint by CCS Communications, with a view to
understanding how we can do better; and
 Review all complaints which have not been resolved within our timeframes, and determine what action is needed to
resolve those complaints quickly.
 Identify systemic issues and implement ways of improving our processes and the training of staff.
Complaint Handling Policy v2.0
4. HOW TO APPEAL TO CCS COMMUNICATIONS SENIOR PERSONNEL
If you are not satisfied with the way in which the Customer Service Representative has handled your complaint, you can
request to be transferred to a supervisor. Where you have raised a matter with a supervisor, he or she will aim to resolve
the complaint as soon as possible and within timeframes agreed with you. The supervisor will deal with you personally
and not pass messages through other staff.
5. LODGING COMPLAINTS
You can lodge a complaint with us by:
By Post:
CCS Communications Customer Care
P.O. BOX 554
MOUNT WAVERLEY VIC 3149
By Email: customerservice@ccs-cna.com.au
By Phone: 1300 798 401
A verbal or written acknowledgement will be made within 2 working days after receiving your complaint with a unique
reference number and a time frame for investigating your complaint and when you can expect your complaint to be
resolved.
We will endeavour to resolve all complaints within 5 working days of the complaint being received. If we are unable to
meet this timeframe we will advise you prior to this the reason for the delay an d the proposed timeframe for resolution.
You can request your complaint to be looked at urgently. We will endeavour to resolve all urgent complaints within 2
working days of the complaint being received. If we are unable to meet this timeframe we will a dvise you prior to this the
reason for the delay and the proposed timeframe for resolution.
6. MONITORING THE PROGRESS OF YOUR COMPLAINT
You will be provided with a unique reference number for your complaint, which you can use to track the progress of you r
complaint. You can monitor the progress of your complaint by calling our Customer Service Team.
7. PROPOSED RESOLUTION
If we propose a solution to your complaint, we will ask if you are satisfied with the proposed solution. A proposed solution
must be accepted by you before we are required to implement it.
8. TAKING APPEALS OUTSIDE CCS COMMUNICATIONS
CCS Communications believes that its internal appeal process will provide the quickest and most effective way to resolve
complaints. If you are not satisfied with our review of your complaint, or with the way in which we have handled the
complaint, you can ask the Telecommunications Industry Ombudsman (TIO) to assist.
You can refer a complaint to the TIO at any time. You do not have to go all the way through the CCS Communications
review process before complaining to the TIO. You should note, however, that the TIO service is intended as a “last
resort” for telecommunications subscribers with complaints. The intention of the scheme is that we try to settle the issue
before it is taken to the TIO. If you believe that any complaint raises wider telecommunications policy issues or is outside
the jurisdiction of the TIO then you may wish to raise it with the ACMA.
Complaint Handling Policy v2.0
To lodge a complaint with the TIO you can call on 1800 062 058 or write to TIO
PO Box 276
Collins Street West
MELBOURNE VIC 8007