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Complaint Process

If you are not satisfied with our services, you have the right to make a complaint to us. We take your complaints seriously and will endeavour to resolve your complaint at the earliest opportunity and if possible, in the first instance.

If you are a small business customer of AAPT, this complaint process sets out the steps to use to raise and escalate your complaint within AAPT.

If you would like to appoint an advocate and/or authorised representative to act for you in relation to your complaint, please let us know. You can monitor the progress of your complaint at any time by contacting our Customer Service Desk (CSD).

Step 1: Initial contact

As an initial step, please raise your complaint:

  • about a fault or a service request by contacting our CSD:
  • about your agreement with us by calling your dedicated Account Manager (for managed customers);
  • about a billing issue by logging a billing dispute via AAPT’s Frontier website;
  • about credit management issues by calling AAPT’s Credit Department on 1800 550 872;
  • by sending a fax to (02) 9009 1705; or
  • by post to AAPT Customer Service Desk, GPO Box 3641 Sydney NSW 2001.

We will acknowledge your complaint immediately if you telephone us and we speak with you directly. If we receive your complaint by email, online, recorded telephone message, fax or post, we will acknowledge your complaint within 2 business days of receipt. This acknowledgement may be via telephone or email.

A CSD representative, Account Manager or Credit representative will attempt to resolve your complaint on a fair and reasonable basis to your satisfaction. If your complaint relates to a billing error that cannot be resolved on first contact, the CSD representative or your Account Manager or Credit representative will advise you to lodge a Billing Dispute in AAPT’s Frontier website, if you haven’t done so already. A billing representative will be in contact with you within 2 working days.

If the CSD representative, your Account Manager, Credit Officer or the BDT representative (as applicable) is not able to resolve your complaint to your satisfaction, the complaint will be referred to a Manager who will be in contact within 2 working days.

Step 2: Escalation to a Manager

Following escalation, a Manager will review your complaint and attempt to resolve it to your satisfaction.

Step 3: Other options

If you are not satisfied with the outcome proposed by the Manager, we may suggest other options outside the complaint process. This may include referring the matter to senior management or the Telecommunications Industry Ombudsman (TIO). The TIO is an office of last resort and deals with complaints that customers have not been able to resolve with their provider after exhausting all possible alternatives with that provider. In AAPT’s experience, complaints handled via our internal complaint process are resolved more quickly than if referred to the TIO. We therefore ask that you allow us to exhaust our internal complaint process before resorting to the TIO.

If you still wish to refer your complaint to the TIO, you can do so by calling 1800 062 058 or by logging your complaint at www.tio.com.au

Urgent complaints

If a complaint is urgent, we will refer it directly to a Manager for investigation, and provide you with a response within 2 working days. We treat complaints as urgent if:

  • you have applied for, or receive, assistance under our Financial Hardship Assistance Policy and you believe your complaint exacerbates your financial hardship;
  • your issue is about a disconnection that is about to happen, or has happened, in error;
  • your request for connection has been delayed due to AAPT error;
  • your issue is an unresolved or  recurring fault;
  • your complaint involves a delay in the transfer/porting of services to/from AAPT; or
  • your complaint is about a service or situation that is dangerous to you or others.

Please let us know if you believe your complaint is urgent.

Implementing a solution

If we propose a solution to your complaint, we will ask if you are satisfied with the proposed solution. A proposed solution must be accepted by you before we are required to implement it.

TCP Code compliance

This complaint handling process has been designed to comply with the Telecommunications Consumer Protections Code (TCP Code). Implementation, operation and compliance of this process with the TCP Code is the responsibility of AAPT’s Chief Executive Officer.