COMPLAINTS AND DISPUTES HANDLING POLICY

Provider ("us" or "we") treats all complaints about its Services seriously.
We are committed to efficient and fair resolution of complaints from our customers.

We reserve the right to change the terms of this Complaints and Disputes Handling Policy. Since any changes will be posted on this page, we encourage you to check this page regularly. Your continued use of the Service following any changes to this Complaints and Disputes Handling Policy will constitute your acceptance of such changes.
We recognize that:

• you have a right to complain and to have the complaint handled;
• complaints provide feed back about our service experience; and
• a complaint received gives us the opportunity to maintain confidence in our Services.

Complaints may be lodged by phone, e-mail or by letter. How do you make a complaint? You can send an e-mail to the address as communicated to you in the Specific Terms, on the Sites and/or through our Services. Also, the telephone number, which number you can find in the Specific Terms, can be called.

If so requested by you, we will provide you with reasonable assistance in formulating and lodging your complaint. Complaints will be processed in a timely and efficient manner. Continuous improvement and training will be utilized to ensure complaints are resolved promptly and courteously.

We will endeavor to acknowledge your written complaint within five working days of receiving it. Verbal complaints will be taken as acknowledged at the time the complaint is made. Our helpdesk consultants will try to help you as quickly as possible, at the first point of contact.

If your complaint is more complex and might require some investigation, we will make every reasonable effort to advise you (within five working days) about:

• what we need to do;
• approximately how long it will take; and
• what your complaint reference number is, so that you can enquire about the progress of your complaint.

We will endeavor to complete all investigations and provide you with a full response to your complaint within thirty days.

If our Customer Care Centre is unable to resolve your complaint themselves they will transfer your complaint to a more appropriate person to ensure that your complaint is resolved to your satisfaction. Where necessary, you will be kept informed of the progress of your complaint and Provider's internal escalation process.

If you are not satisfied with out review of your complaint or with the way in which we have handled the matter you may:

• seek advice from the Telecommunications Industry Ombudsman (TIO). The TIO can be contacted on 1800 062 058, or visit http://www.tio.com.au;
• raise your complaint with Telephone Information Services Standards Council (TISSC). TISSC is an independent regulatory body that sets standards for the message content and advertising of any Australian telecommunication service with the prefix 190, in the form of a Code of Practice;
• make an enquiry or lodge a complaint by contacting TISSC on 1300 139 955;
• raise your complaint with the Australian Communications and Media Authority (ACMA). ACMA is responsible for the regulation of broadcasting, radio communications, telecommunications and online content. If you have a complaint that raises wider telecommunications policy issues or is outside the TIO's jurisdiction, you may wish to raise it with the ACMA by calling 1300 850 115. Other ACMA contact details are available at www.acma.gov.au;
• take your complaint to the Department of Fair Trading or Consumer Affairs in your state or territory;
• also choose to seek independent legal advice from a solicitor.

Provider's complaint handling procedures and systems are to be reviewed on a regular basis to ensure optimum effectiveness and highlight any need for improvement.