Complaints Process

This statement will outline our Complaints Process

Our complaints process is designed to ensure that all complaints are handled as efficiently and as effectively as possible.

While Click Access will always strive to provide excellent customer service, we recognise that you may wish to express dissatisfaction with our products, services, staff or procedures.

During the course of your complaint, we will aim to tailor any proposed resolutions to provide a fair outcome to all parties involved. We will keep our customers informed as to the progress of their complaint and an expected timeframe for resolution.

We will not demand payment of genuinely disputed accounts whilst a complaint is being investigated.

Click Access will acknowledge receipt of your matter via telephone or in writing, within 2 business days.

Click Access will advise you of the outcome of your complaint in writing, either via email to your nominated email address, or via mail to your nominated postal address.

You will find that the majority of matters can be handled by Click Access internal processes and we do ask that you first allow us the opportunity to exhaust all avenues in resolving your complaint.

Step 1 - First Contact

To commence any complaint process, please contact Click Access via any means listed on our website. Calling us is recommended for a quicker response. Our contact details are also listed at the end of this document. You may nominate an authorised representative to liaise with us on your behalf. Please authorise them during your first contact with us. Alternatively, you may email us and your complaint will be passed on to the correct department. The first contact will be addressed by a company representative. This representative will be authorised to resolve first level complaints and make fair and reasonable customer service decisions. You will receive acknowledgement of your complaint via telephone in the first instance, or in writing within two business days. Please note that any processes carried out via postal mail are subject to the delivery timeframes of the postal service.

Step 2 - Escalating your Complaint

If a company representative cannot resolve your matter, they may escalate it to a Company Manager. Please provide our company representative with a preferred telephone number and/or email address that you can be reached on during the day. The Company Manager will review the matter and attempt to resolve the complaint.

Step 3 - Further Options

If your complaint is not resolved to your satisfaction, and depending on the nature of your complaint, you may seek complaint mediation or further assistance from:

The Office of Fair Trading in your State or Territory
The Telecommunications Industry Ombudsman
The Telecommunications Industry Ombudsman can be contacted in the following ways

Phone: 1800 062 058
Mail: PO Box 276, Collins Street West, VIC 8007
Website: tio.com.au

Policy Updates

Click Access is continuously improving and enhancing its products and services to its clients and we may update this policy from time to time. Any changes to this policy will be updated on this page.