Complaint Handling Policy

It is Amnet's policy to handle complaints as part of the overall strategy to satisfy the needs of customers using our services.

Any expression of dissatisfaction will be treated as a complaint and dealt with accordingly.

Complaints will be handled confidentially, fairly and promptly. We train staff to be courteous, positive and offer constructive solutions, to the complainant.

Formal written complaints will be documented, acknowledged and escalated as appropriate to senior management.

Complaints Procedure

If you are dissatisfied with Amnet's services, you will be encouraged to make this fact known at the time of your dissatisfaction to the persons directly involved or email support@amnet.com.au - a case number for reference will be provided.

If you are not satisfied with the initial outcome of your complaint, it will be referred to a senior staff member who will then review your complaint and the manner in which it was handled and will contact you to discuss the proposed resolution.

Escalation of Complaints

The Telecommunications Industry Ombudsman (TIO) can also resolve disputes between telecommunication companies and their customers. The TIO is an independent body that provides a free service. TIO describes itself as an office of last resort and only takes up a complaint if the customer has first tried to resolve it with the relevant company.

Freecall: 1800 062 058
Freefax: 1800 630 614
TTY 1800 675 692
Translator and Interpreter Service: 131 450

Email: tio@tio.com.au

The Office of Fair Trading (or similar) in your State or Territory may also investigate consumer complaints.