Making and Lodging a Complaint

Customers have the right to express any complaints or grievances they may have with Internode.

In the first instance however, all issues should be dealt with and escalated within the appropriate department at Internode. Should a customer be dissatisfied with the outcome and wish to take the matter further, a complaint should be made in writing and lodged via the following means:

• Email: feedback@internode.on.net
• Website: http://www.internode.on.net/contact/feedback/

Minimum Information Required when Making a Complaint

Customers should list the following when making a complaint:

• Account holders full name.
• Account Username (e.g. username@internode.on.net).
• Daytime contact number/s.
• Details of complaint including (if possible):
  • dates, times and any staff member spoken to (if relevant)
• Ticket number of relevant issue/s and or previous correspondence raised with Internode.

Responsiveness by Internode

When lodging a complaint you will be acknowledged within 1 business day of a written complaint being received by Internode. The acknowledgement may be verbal (via telephone) or in writing (via email) at the discretion of Internode. The customer will also be given a Complaint Ticket Number.

Internode aims to resolve all complaints within 5 business days (from the date of initial acknowledgment). More complex issues will be resolved within 20 business days. Should resolution of the complaint appear to be falling outside of these timeframes, the customer will be contacted and advised and a new timeframe set.

Making an Enquiry on a Complaint's Progress

Customers may enquire on the progress of a complaint at any time by replying to the email received at the time of lodging the complaint or by calling Internode on 13 66 33 during business hours quoting the Complaint Ticket Number.

Outcome of a Complaint

Internode will advise customers either verbally (via telephone) or in writing (via email) of the outcome of their complaint.

Escalating a Complaint

Should a customer be dissatisfied with the outcome of their complaint after following the above process, they may contact the TIO (Telecommunications Industry Ombudsman) for independent mediation. The TIO can be contacted via the following means:

• Telephone: 1800 062 058 or 03 8600 8700
• Fax: 1800 630 614 or 03 8600 8797
• Email: tio@tio.com.au
• Online: http://www.tio.com.au/make_a_complaint.htm

The TIO is "an office of last resort". This means that in the interests of fairness, the service provider must be given a reasonable opportunity to settle a complaint with a customer before the TIO will become involved.

Alternatively you can contact the Office of Fair Trading in your state or territory.