Complaint Handling Policy

1. What is a complaint?

A complaint is an expression of dissatisfaction made to us about our products, services, staff, or the handling of a complaint, where a response or resolution is expected. This is distinct from a general enquiry or a request for technical support, although either of those may become a complaint if you are not happy with how it is handled.

This policy applies to all OTS customers and covers complaints about any aspect of our service, including billing, service performance, customer service, privacy, and hardship matters.

2. How to make a complaint

You can lodge a complaint through any of the following channels:

• Phone: Call 1300 OTS NET (1300 687 638) and let us know you wish to make a complaint
• Email: [email protected]
• Customer portal: Log in to portal.ots.network and submit a support ticket selecting "Complaint" as the category
• Post: On The Spectrum Pty Ltd, PO Box [TBD], Melbourne VIC 3001

When making a complaint, it helps if you can provide:

• Your account number (starts with A-)
• A clear description of the issue
• What outcome you are seeking
• Any relevant dates, reference numbers, or supporting information

If you need help making a complaint, or if someone else (such as a support worker, family member, or financial counsellor) is assisting you, they can contact us on your behalf with your consent.

3. What happens after you complain

Our complaint handling process follows these steps:

1. Acknowledgement: We will acknowledge your complaint within 2 business days. You will receive a complaint reference number that you can use to track your complaint. If we can resolve your complaint at first contact, we will do so.
2. Investigation: If we cannot resolve your complaint immediately, we will investigate the matter thoroughly. This may involve reviewing your account records, service data, call recordings, and correspondence. We may contact you for additional information.
3. Resolution: We will advise you of the outcome and any proposed resolution. If we are able to resolve the matter to your satisfaction, we will confirm the resolution in writing (by email).

4. Resolution timeframes

We aim to resolve complaints within the following timeframes:

If we need more time to investigate a complex issue, we will let you know the reason for the delay and provide an updated expected resolution date. We will keep you informed of progress throughout.

5. Internal escalation

If you are not satisfied with the initial outcome of your complaint, you can request an internal escalation. Your complaint will be reviewed by a senior member of our team who was not involved in the original decision.

To request an escalation, reply to your complaint correspondence or call us and quote your complaint reference number. We aim to complete an escalation review within 10 business days.

6. Telecommunications Industry Ombudsman (TIO)

If you are not satisfied with our resolution, or if we have not resolved your complaint within 15 business days, you have the right to escalate the matter to the Telecommunications Industry Ombudsman (TIO). The TIO is a free and independent external dispute resolution service for residential and small business telecommunications consumers in Australia.

You can contact the TIO at any time if:

• We have not resolved your complaint within 15 business days
• You are not satisfied with the resolution we have offered
• You are not satisfied with how we have handled your complaint

As a member of the TIO scheme, we are bound by any determination the TIO makes in relation to your complaint.

7. Recording and monitoring

We record and monitor all complaints to identify trends, improve our services, and ensure compliance with the Telecommunications Consumer Protections (TCP) Code C628:2019. Complaint records include:

• Date and nature of the complaint
• Actions taken during investigation
• Outcome and resolution provided
• Time taken to resolve
• Whether the complaint was escalated (internally or to the TIO)

Complaint records are retained for a minimum of 2 years after the complaint is resolved. Aggregated complaint data is reviewed regularly by management to identify systemic issues and drive service improvements.

8. Accessibility

We are committed to ensuring that our complaint process is accessible to everyone. If you need assistance making a complaint due to a disability, language barrier, or other reason, please let us know and we will make reasonable adjustments.

If you are deaf or have a hearing or speech impairment, you can contact us through the National Relay Service:

• NRS: 133 677
• TTY: 1800 555 677
• SMS Relay: 0423 677 767

If you need an interpreter, call the Translating and Interpreting Service (TIS National) on 131 450 and ask them to connect you to us on 1300 687 638.

9. Contact