Last modified: 29/03/2022
Estimated reading time: 3 min

The MOVOX team work hard to provide quality, reliable telecommunications and first class personal service.

We’re sorry if you have experienced a problem with MOVOX and we encourage you to contact us on 1800 100 800 before submitting any complaints as we may be able to solve your problem quickly.

Our commitment

You have a right to complain, and if you do we will deal with your complaint in a fair, efficient, objective manner and through a transparent process.

When dealing with a complaint we are committed to:

  • Resolving your problem quickly, fairly and courteously;
  • Keeping you informed about the progress and outcome of your complaint;
  • Reviewing your complaint if you feel that it has not been resolved to your satisfaction; and
  • advising you of the Telecommunications Industry Ombudsman scheme if you cannot resolve your complaint with us.

Our complaint handling process complies with the requirements of the Telecommunications Consumer Protections Code C628:2012 (TCP Code) and responsibility for compliance with the process lies with our Chief Executive Officer.

Free of charge

We will not charge you for dealing with your complaint in most instances, and we will never charge you without telling you first.

We may charge you to recover our costs in very specific circumstances only, i.e. we may charge you where you request information that was collected more than two years ago or where you request information that is not free of charge as per our Standard Form Customer Contract or our Critical Information Summary.

If cost recovery charges apply, we will tell you before charging you (and you may of course choose not to pay and discontinue your complaint) and we will inform you about your options for external dispute resolution, e.g. the Telecommunications Industry Ombudsman (TIO).

How to submit your complaint

You can submit a complaint by contacting our Help-Desk on 1800 100 800 between 9.00am and 5.00pm (AEST) Monday to Friday.

Alternatively you may write to us by completing the form on our Contact page

We will provide you with a reference number and contact you within 5 business days to either resolve your complaint or to seek additional information. We aim to resolve your complaint within 10 business days from the day it was submitted.

Acknowledgement of your complaint

We will acknowledge your complaint immediately if you register your complaint with us over the phone, and within 2 working days if you have lodged your complaint through any other channel including where you left a message on our voicemail service (e.g. outside our office hours).

When we acknowledge your complaint we will give you a unique reference number to enable you to easily follow up on your complaint. We will also give you an indicative time-frame for resolving your complaint. You can follow up on your complaint by contacting our Help-Desk on 1800 100 800, Monday to Friday, 9am – 5pm, AEST.

Complaint resolution & time-frames

Our goal is to always fix your problem during your first contact with us.

Sometimes this is not possible and we need to investigate the matter. We will then agree with you on how to fix your problem (this may include waiving of fees or other commercial solutions) and advise you accordingly within 15 working days of receiving your complaint. We will advise you in writing if you request this.

Occasionally it may take longer than 15 working days to investigate your problem and in this case we will explain why and give you a new expected time-frame.

If the delay is more than 10 working days (and is not the result of a Mass Service Disruption) we will also inform you about your options for external dispute resolution such as the TIO.

Once we agreed on how to fix your problem, we will implement all actions required to fix the issue within 10 working days, unless you agreed otherwise or unless you have not done something that we needed you to do and we cannot proceed because of this.

Complaints requiring urgent resolution

Your complaint will be treated as urgent if:

  • you have applied for being in financial hardship under our Financial Hardship Policy and the issue you are complaining about directly contributes to the Financial Hardship you are experiencing, or
  • your service has been disconnected or is about to be disconnected and due process has not been followed, or
  • you are receiving Priority Assistance (e.g. because of a severe medical condition) for the service you are complaining about.

In this case we will agree with you on how to address the issue and implement all required actions to fix the issue within 2 working days. If there is a delay, we will explain why, provide you with a new expected time-frame, and if it is a longer delay also inform you about your options for external dispute resolution such as the TIO.

If you are not satisfied with our efforts

We encourage you to always contact us first if you experience any problem or are unhappy. We will do our best to solve your problem during our first contact.

If you tell us that you are not satisfied with the complaint time-frames, its progress or the outcome or if you tell us your complaint ought to be treated as urgent, we will escalate your complaint internally.

If you are still dissatisfied with any actions taken by MOVOX we will inform you about your options for external dispute resolution such as the Telecommunications Industry Ombudsman (TIO). You must make a genuine attempt to resolve the matter directly with MOVOX prior to referring any matter to the TIO.

We will never cancel your service only because you have contacted an external dispute resolution scheme.

Telecommunications Industry Ombudsman (TIO)

You can contact the TIO by:

Phone: 1 800 062 058
Fax: 1 800 630 614
Online: http://www.tio.com.au/making-a-complaint

The services of the TIO are free of charge.

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