Complaint handling policy

Our promise

We work hard to deliver great service, but we aren’t perfect and we know things sometimes go wrong. You have a right to complain, and when you do we’ll deal with it in a fair, efficient and objective way, through a transparent process. We’ll always try to solve the problem at your first point of contact.

Our complaint-handling process complies with the Telecommunications Consumer Protections (TCP) Code, and overall responsibility for it sits with NURV’s management. We will never charge you for handling your complaint.

How to make a complaint

Get in touch any way that suits you:

If you’d like a hand putting your complaint together, lodging it, or following it up, just ask — we’ll help. You can also appoint someone to act on your behalf (an authorised representative or advocate); we’ll just need your okay to deal with them.

What we’ll do

We’ll acknowledge your complaint immediately if you raise it in person or over the phone, and within 2 business days if you lodge it any other way, such as email or post.

When we acknowledge it, we’ll give you a unique reference number so you can follow it up easily, along with an indicative timeframe for resolving it.

Our goal is always to fix the issue at first contact. When that’s not possible and we need to investigate, we’ll agree with you on how to put it right — which may include waiving fees or another commercial solution — and let you know within 10 business days of receiving your complaint. We’ll confirm it in writing if you ask us to.

If it’s going to take longer than 10 business days, we’ll explain why and give you a new expected timeframe. If the delay runs beyond 10 business days (and isn’t caused by a mass service disruption), we’ll also tell you about your external dispute-resolution options, such as the TIO. We’ll carry out whatever actions are needed to fix the problem within 10 business days — or within the longer timeframe we’ve agreed with you, if we’ve explained a delay or we’re waiting on something from you.

Urgent complaints

We’ll treat your complaint as urgent if:

• you’ve applied for financial-hardship assistance and the issue you’re complaining about is directly contributing to that hardship; or
• your service has been disconnected, or is about to be, and the proper process hasn’t been followed.

For urgent complaints we’ll agree how to address the issue and carry out the required actions within 2 business days. If there’s a delay, we’ll explain why, give you a new timeframe, and — if the delay runs past 10 business days and isn’t a mass service disruption — tell you about your TIO options.

Keeping you in control

We’ll only close your complaint with your consent, unless we’ve been unable to contact you to discuss it, or we haven’t been able to reach agreement with you and have told you about your external dispute-resolution options. And we will never cancel your service just because you’ve contacted an external dispute-resolution scheme.

If you’re still not happy — the TIO

We’d always like the chance to fix things first, so please come to us before anywhere else. But if we can’t resolve your complaint to your satisfaction, you can take it to the Telecommunications Industry Ombudsman (TIO) — a free and independent service for residential and small-business phone and internet customers.

Getting help to contact us

If you need help communicating with us, you’re welcome to use the National Relay Service, or a language or Auslan interpreter. Tell us what you need and we’ll make it work.

Changes to this policy

We may update this policy from time to time and will publish the current version here.