Complaint Handling Policy

Tribe Broadband is committed to delivering the highest level of service to our customers. Whilst we do everything we can to look after your needs, we’re not perfect. Things can, and sometimes do go wrong. When they do go wrong, we want to make sure that you are heard and understood and that any problem is resolved as soon as possible.

This statement outlines the way we handle complaints and our commitment to their resolution.

What is a complaint?

A complaint is when you tell us you’re dissatisfied with the products and services we provide. This may include how we handle your reported faults, or interactions with our staff. You have a right to complain.

If we are not sure, we will always seek to clarify with you whether you are making a complaint.

As a current or former customer of Tribe Broadband, you have the right to make a complaint if you are dissatisfied. You will not be charged for making a complaint.

How do I make a complaint?

You can contact Tribe Broadband via the following methods:

 - Phone: 02 8006 8090 (9AM to 5PM AEST, Monday to Friday)

 - Email: [email protected]

 - Mail: Tribe Broadband, 2107/9 Ferny Avenue, Surfers Paradise QLD 4217

If you do not wish to handle a complaint yourself, you can nominate someone else to do it for you. If you plan to nominate someone, just let us know by contacting us (as above). We can also assist if you need help to make and/or progress your complaint.

If accessibility is an issue, you can also use these Australian Government services to help make your complaint:

 - National Relay Service: 133677

 - Translating & Interpreting Service: 131450

How we handle complaints

Our aim is to provide you with an efficient, accessible, fair and transparent process for handling your complaint.

If you are making a complaint by phone, the staff member you speak with will confirm you are lodging a complaint, record this, and attempt to resolve the matter immediately. If they are unable to do so, a manager will take responsibility for your issue.

If we receive a complaint via an email or letter, a case manager will contact you within 2 business days to confirm receipt of the complaint and let you know how your complaint will be resolved and how long it will take.

When you make a complaint, we will give you a Complaint Reference Number that you can quote to receive updates.

Resolving your complaint

We aim to assess, investigate and resolve all customer complaints as soon as we can, however this process may take up to 15 working days. If there is a delay in resolving your complaint, we will contact you as soon as possible after we become aware of it.

If we believe it will take longer than 15 days to resolve your complaint, we will provide you with additional information about the delay including the cause of the delay, how long it will take to resolve and the options available to you for external dispute resolution.

We will provide regular updates to you on how your complaint is progressing but if you want to check in at any stage on how things are going, please contact us (as above).

Please note that we will not implement a resolution, nor close your complaint until we have your agreement to do so. Your agreement may be either verbal or in writing.

Once you have agreed to a resolution, we will make the necessary actions within 10 working days of your acceptance unless otherwise agreed upon with you. Of course, if some actions are required on your part, then this may take longer depending on you.

If you’d like us to provide written confirmation of your complaint and the resolution, we’ll supply this to you upon request within 5 working days.

We will also not cancel your service for the sole reason that you were unable to resolve a complaint with us.

Urgent complaints

We deal with the majority of complaints in the order in which they are received. However, there are certain complaints that are considered urgent; such as those involving financial hardship, service loss, or imminent service loss or disconnection.

Urgent complaints will be acknowledged within one business day and we aim to resolve the urgent aspects of such a complaint within 2 business days, or let you know of any reason for a delay and a specific timeframe for resolution, and options available to you for alternative dispute resolution.

Please let us know if you think your complaint is urgent. You can learn more about Tribe Broadband's Financial Hardship Policy.

Attempts to make contact

If we can’t contact you via your preferred method, we will write to you with details of our attempts and a request to contact us.

If you don’t respond within 10 working days, we will consider your complaint resolved.

Frivolous or vexatious complaints

Sometimes, after careful consideration, we may decide that:

 - we are unable to do anything further to resolve your complaint or assist you

 - your behavior or complaint is frivolous or vexatious

If we decide this, we’ll tell you within 5 working days of making this decision, and give you the reasons behind it. We’ll also let you know about your options for external dispute resolution such as the Telecommunications Industry Ombudsman.

If you are unsatisfied

If at any point you are unsatisfied with our handling of your complaint, progress or outcome you can:

 - contact us and we will escalate your complaint internally, or

 - opt for an external dispute resolution such as the Telecommunications Industry Ombudsman

Should you remain dissatisfied, you may seek complaint mediation or further assistance from the Telecommunications Industry Ombudsman (TIO) (by calling 1800 062 058 or visiting their website www.tio.com.au).

Please note that you will need a Complaint Reference Number from Tribe Broadband, and that the TIO will expect that you have attempted to resolve the complaint with Tribe Broadband before lodging it with them.

© 2020 Tribe Broadband Pty Ltd. All rights reserved. ACN: 613 085 500.