At On Q Communications we take customer satisfaction very seriously. When you make a complaint, we deal with it in accordance with our complaints policy to ensure your satisfaction.
How To Submit Your Complaint
The most rapid resolution to your complaint is usually found by phoning On Q Communications directly on 1300 651 641. You may also contact your acccount manager directly. We endeavour to immediately solve all complaints made over the phone, where possible. If we are unable to solve your problem, your account manager will take responsibility for your problem. Notes about your problem will be recorded, and we can see this information any time you provide the account number or service ID.
If you submit a complaint by email, our website, or by letter we will respond within 5 business days of receiving it, providing you with an estimated time to resolve your problem. It is our aim to solve all written complaints within two working weeks. Notes about your problem will be recorded, and we can see this information any time you provide the account number or service ID.
Regardless of how you contact us, we’ll keep you up to date as we investigate your complaint so you are aware of any progress.
What If You Want Your Complaint Escalated
If you are not satisfied with the progress of your complaint, you can ask to have it escalated to the On Q Complaints Escalation Group. Upon escalation we will provide you with the details of a complaints escalation contact, who will manage the escalation process.
What If You Are Still Not Satisfied
If you are not satisfied with the resolution provided by On Q Communications, you can ask the Telecommunications Industry Ombudsman to assist. Ensure that you have any relevant information handy when you lodge your complaint, for example any reference number provided by On Q Communications.