Complaints Escalation Process

Complaints Escalation Process

The process of escalating a complaint once either the Customer Service Representative (CSR) or Customer feels the issues can not be resolved at the first level is as follows:

1. CSR tries to resolve the situation unassisted.
2. CSR refers to Team Leader for assistance & then responds to the Customer accordingly.
3. If the issue remains unresolved, a Team Leader (or equivalent) will review/investigate and endeavour to call the Customer back within one working day. A Team Leader is:
• Well qualified in complaint resolution.
• Able to investigate complaint fully across all departments.
4. If the Team Leader is unable to come to an agreeable solution with the Customer, then the complaint is escalated to the relevant Manager.
5. The Manager will then work through the problem with the Customer. If no resolution can be found, the Customer is informed the Customer Service Manager will contact them to discuss.
6. The Telecommunications Industry Ombudsman (TIO) may be contacted at any stage during the above process. Once contacted, the case is then referred to the TIO Complaints Coordinator for review.
• Works within TIO position statements, ACIF Codes and Westnet Terms and Conditions.
• Sole point of contact for complainant.
• Reviews root cause information with the view to improve Westnet’s customer service processes.

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