At Digital Dynamics, we are committed to providing high-quality VoIP and IT services to our clients. However, we recognize that there may be occasions when our clients are not satisfied with our services or have a complaint. We take all complaints seriously and are committed to resolving them quickly and fairly.
This Complaints Handling Policy outlines our procedures for handling complaints from our clients, as required by the Telecommunications Consumer Protections (TCP) Code.
How to make a complaint
If you have a complaint about our VoIP and IT services, you can make a complaint by contacting us at [insert contact details]. You can make a complaint verbally or in writing.
We encourage you to provide as much information as possible about your complaint, including:
- Your name and contact details
- The nature of the complaint
- The date and time of the incident or issue
- Any supporting documentation or evidence
How we will handle your complaint
Once we receive your complaint, we will acknowledge it as soon as possible and provide you with a reference number. We will then investigate your complaint and provide you with a written response within the following timeframes:
- Within 15 business days for standard complaints
- Within 10 business days for urgent complaints
Our response will include:
- An assessment of your complaint and our findings
- A proposed resolution or action to address your complaint
- An explanation of any decisions made
If we are unable to resolve your complaint within the above timeframes, we will provide you with regular updates on our progress and an estimated timeframe for resolution.
If you are not satisfied with our response or proposed resolution, you may refer your complaint to the Telecommunications Industry Ombudsman (TIO). We will provide you with information about the TIO and how to make a complaint.
We will keep records of all complaints received and our responses, as required by the TCP Code.
Monitoring and review
We will monitor and review our Complaints Handling Policy and procedures on an ongoing basis to ensure they remain effective and compliant with the TCP Code.
Contact us
If you have any questions or concerns about our Complaints Handling Policy, please contact us at admin@digitaldynamics.com.au.
