Comcen strives for excellence in all facets of Customer Service and service delivery. This commitment aims to ensure you receive the best level of service in the industry. If in the event that we have not met your expectations, we need to know. Feedback, whether positive or negative, helps us shape the company and to improve on existing policies and procedures. All complaints that are received are handled in a professional and efficient manner, in order to reach a mutually beneficial outcome. Comcen's Complaint Handling Policy has been constructed with a customer focus whilst also adhering to the ACMA's Telecommunications Protection Code. The steps below outline the escalation points for your complaint, to effectively manage and provide a suitable solution.
Step 1)
Our Customer Service team will be the first point of contact; whether the complaint is about technical difficulties, billing issues, or Comcen staff.
Contact:
Phone: 1300 383 083 (Monday to Friday 9am-8pm, Saturday & Sunday 9am-5pm)
To lodge a complaint online please login to My Account
Our Customer Service Representatives have the training and authority to deal with the majority of complaints. If the complaint cannot be resolved during the first call, you will be given a reference number and a 48-hour estimated response time for resolution of the complaint.
Step 2)
If the complaint is not resolved within the timeframe given, or you are not satisfied with the way the complaint has been handled, the complaint will be escalated to a supervisor.
The supervisor will endeavour to resolve the escalation and provide a solution.
If the supervisor is not able to resolve the escalation as further investigation is required, there will be a 10 business day timeframe for resolution. This will allow us to seek further information internally, or externally from network partners or wholesalers.
Step 3)
If you are not satisfied with the response or outcome from the supervisor, you may escalate your request to a senior manager.
These escalations are handled in writing by either sending an email to: complaints@comcen.com.au, or by posting your complaint to: Comcen Complaints, PO BOX 169, ST PETERS, NSW 2044.
We aim to provide a mutually beneficial outcome within 15 business days from receipt of an email or letter.
Comcen will record the complaint in our database in order to monitor service standards.
Step 4)
After exhausting all other steps, if you are still not satisfied with the proposed complaint resolution, your next course of action is an external channel such as the Telecommunications Industry Ombudsman (TIO).
The TIO should only be used as a method of last resort after allowing us to thoroughly investigate your complaint through the previous process advised. Skipping steps will only delay resolution of the complaint.
