Concern, Complaints & Resolutions

9.1 BorderNET is committed to providing quality client care and achieving a high level of customer satisfaction. To achieve this BorderNET has engaged a dedicated Customer Relations Manager to resolve all concerns or complaints promptly and efficiently.

9.2 BorderNET takes all matters of complaint very seriously. If a client appears to be expressing dissatisfaction, the initial team member will encourage the client to state their concerns or provide feedback in writing.

9.3 Once a written complaint is received the Customer Relations Manager will establish telephone contact within 24 - 48 business hours to ensure they fully understand the matter. BorderNET undertakes to take all steps necessary to provide a written offer of resolution within 7 business days. It is expected that all parties act in good faith throughout the period of complaint.

9.4 Following this BorderNET aims to have the resolution actioned within 14 days and expects that no matter of complaint will take longer than 30 business days to resolve.

9.5 The requirements of the Broadband Connect Scheme (formerly HiBIS) require BorderNET to make every effort to restore service satisfaction within 30 business days from receiving the clients' official notification. In addition the ACIF (www.acif.org.au) allows a 30day window for complaint resolution once notice of complaint has been received.

9.6 BorderNET makes every effort to meet industry and regulatory requirements. However if a client remains dissatisfied, (in Australia) the client may contact the Telecommunications Industry Ombudsman (www.tio.com.au) for further mediation. Once a complaint has been lodged with the TIO, the client is required to advise BorderNET of their complaint reference number. It is necessary for all parties to act in good faith throughout the mediation process. BorderNET is required to respond to the initial TIO complaint advice within 14 business days. The TIO describes itself as an office of last resort and only takes up a complaint after you have first tried to resolve the issue directly with us. This may include stipulating a time period in which to address the complaint and provide resolution.

9.7 There are also various other independent and governmental organisations in Australia that provide assistance in dispute resolution.

9.8 If you have any concerns or queries regarding any of the services provided by BorderNET or any of its team members, please address these to our Customer Relations Manager at care@BorderNET.com.au
9.9 DBCDE can be contacted if you feel you have not had a satisfactory resolution or require advice, They can be contacted during business hours on

DBCDE:

Phone Postal
02 6271 1000
(international +61 2 6271 1000) Department of Broadband, Communications and the Digital Economy
GPO Box 2154
Canberra ACT 2601
Australia
The switchboard is available Monday to Friday from 9am to 5pm (Eastern Australian Time) except for public holidays in the Australian Capital Territory. Further information about the Department can be found at http://www.dbcde.gov.au