Your mobile, home phone or broadband service provider is required to have a Code of Practice for handling complaints.
What happens when you make a complaint
When you make a complaint:- your service provider must acknowledge the complaint and provide a complaint reference number within two working days.
- Your complaint should be resolved in 10 working days. If it is not resolved, you must receive a communication about its resolution timeframe.
- making complaints;
- the process for resolving complaints; and
- where service providers must publish details of their Code of Practice.
- escalate your complaint formally with your service provider;
- actively monitor and track the progress of your complaint until it is resolved, ensuring that you receive regular updates from your service provider;
- review your service provider’s resolution of your complaint in the context of its regulatory obligations.
