Complaints Policy

SCOOTNET aims to provide our customers with the best possible service. If you have not received the service you expected, or you would like to make a suggestion, we always appreciate your feedback. For issues of a more serious nature, consumers and former customers have the right to make a complaint for further escalation within SCOOTNET.

A complaint means an expression of dissatisfaction made to us about our products or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected by you. Contacting SCOOTNET to request support or to report a service difficulty is not necessarily a complaint.

 

1.    Level 1 Customer Support

SCOOTNET Customer Service is the level 1 customer support and primary point of contact within SCOOTNET for questions regarding your account or information about our services. If you are having difficulties with your Customer Service or Technical Support representative, a supervisor may be called upon to assist.

SCOOTNET believes that our internal resolution process is the most effective and quickest way to resolve issues. 

Our Customer Service staff can be contacted by: 

Email - [email protected]
Phone - 1300 857 456
Mail - Level 5 Nexus Building Norwest Business Park, Columbia Court, Baulkham Hills, NSW 2153, Australia

 

2.    Making a Complaint

If our Customer Service or Technical Support teams have been unable to satisfy your issue, you can request for your call to be considered a complaint. 

You may also make a complaint directly to Customer Relations, a specialist complaint resolutions team, by:

Email - [email protected]
Mail - Level 5 Nexus Building Norwest Business Park, Columbia Court, Baulkham Hills, NSW 2153, Australia

You may nominate an authorised representative or advocate to liaise with us on your behalf. If you need assistance with understanding this process or lodging a complaint, please let us know. This includes consumers with a disability or those who are suffering hardship or are from a non-English speaking background.

 

3.    What We Will Do Next

We will acknowledge a complaint immediately on the phone or within two business days of receiving it and provide you with a reference number. Where possible, our level 1 Customer Service and Technical Support teams will resolve your complaint upon the first contact. Where they have been unable to do so, our Customer Relations team will take over management of the complaint and resolve your complaint within 15 business days of receiving it, depending on the complexity of your complaint.

We will let you know any reasons for the delay and a specific timeframe for resolution. We will keep you updated with the status of your complaint and you may contact us either by phone or by email with your reference number to request a status update. Please note that SCOOTNET is unable to implement any resolution until you have accepted it.

 

4.    Further options 

You will find the majority of matters can be handled by SCOOTNET’s internal processes and we do ask that you first allow us the opportunity to exhaust all avenues in resolving your complaint. However, if you are not satisfied with our handling of your complaint and you have escalated this within SCOOTNET, you may seek complaint mediation or further assistance from the Telecommunications Industry Ombudsman (telephone 1800 062 058) or the fair trading department in your state or territory.

 

5.    Urgent Complaints 

Complaints will be considered as urgent if:

  1. You have applied for or have been accepted as being in Financial Hardship under SCOOTNET’s Financial Hardship policy and where the nature of the complaint can reasonably be presumed to contribute directly to or aggravate your Financial Hardship, or
  2. Disconnection of a service is imminent or has already occurred and where due process was not followed

Please note: SCOOTNET does not offer the Priority Assistance scheme.

We will acknowledge urgent complaints within one business day. We aim to resolve the urgent aspects of such a complaint within two business days or let you know of any reasons for the delay and a specific timeframe for resolution.

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