Complaints Handling

You have a right to complain, and if you do we will deal with your complaint in a fair, efficient, objective manner and through a transparent process.

IDL staff are empowered to handle most complaints in the first instance. If you feel they have not been able to resolve your complaint please ask them to escalate it to a manager or if you wish please make the complaint in writing and e-mail it to helpdesk@idl.net.au or post it to the address on our contact us page.

Our complaint handling process complies with the requirements of the Telecommunications Consumer Protections Code C628:2012 (TCP Code) and responsibility for compliance with the process lies with our Chief Executive Officer.

Free of Charge

We will not charge you for dealing with your complaint in most instances, and we will never charge you without telling you first.

We may charge you to recover our costs in very specific circumstances only, i.e. we may charge you where you request information that was collected more than two years ago or where you request information that is not free of charge as per our Standard Form Customer Contract or our Critical Information Summary.

If cost recovery charges apply, we will tell you before charging you (and you may of course choose not to pay and discontinue your complaint) and we will inform you about your options for external dispute resolution, e.g. the Telecommunications Industry Ombudsman (TIO).

How to make a complaint?

If you wish to complain, please contact us either in person, by phone or in writing. Open hours, location and contact details can be found in the contact us section of our website.

Our support number is a standard landline number located in Warabrook, NSW. Call charges will apply depending on if you are calling locally, nationally or from a mobile phone.

We will help you formulating, lodging and progressing your complaint if you request this. Of course you can appoint an authorised representative or advocate to make a complaint on your behalf. To appoint an authorised representative, please contact us with their name and details so we can add this information to your account.

What we will do

  • Acknowledge - We will acknowledge your complaint immediately if you complained in person or talked to us over the phone, and within 2 working days if you have lodged your complaint through any other channel. When we acknowledge your complaint we will advise you of your account username if you do not know it to enable you to easily follow up on your complaint. We will also give you an indicative timeframe for resolving your complaint. You can follow up on your complaint by at any time by contacting us via the methods listed on the contact us section of our website.
  • And Solve - Our goal is to always fix your problem during your first contact with us. Sometimes this is not possible and we need to investigate the matter. We will then agree with you on how to fix your problem (this may include waiving of fees or other commercial solutions) and advise you accordingly within 15 working days of receiving your complaint. We will advise you in writing if you request this. Occasionally it may take longer than 15 working days to investigate your problem and in this case we will explain why and give you a new expected timeframe. If the delay is more than 10 working days (and is not the result of a Mass Service Disruption) we will also inform you about your options for external dispute resolution such as the TIO. Once we agreed on how to fix your problem, we will implement all actions required to fix the issue within 10 working days, unless you agreed otherwise or unless you have not done something that we needed you to do and we cannot proceed because of this.

  • What if your complaint is urgent?

    Your complaint will be treated as urgent
  • if you have applied for being in financial hardship under our Financial Hardship Policy and the issue you are complaining about directly contributes to the Financial Hardship you are experiencing, or
  • if your service has been disconnected or is about to be disconnected and due process has not been followed, or
  • if you are receiving Priority Assistance (e.g. because of a severe medical condition) for the service you are complaining about.
  • In this case we will agree with you on how to address the issue and implement all required actions to fix the issue within 2 working days. If there is a delay, we will explain why, provide you with a new expected timeframe, and if it is a longer delay also inform you about your options for external dispute resolution such as the TIO.

    If you are unhappy with our efforts

    If you tell us that you are not satisfied with the complaint timeframes, its progress or the outcome or if you tell us your complaint ought to be treated as urgent, we will escalate your complaint internally. If you are still dissatisfied, we will inform you about your options for external dispute resolution such as the TIO. We will never cancel your service only because you have contacted an external dispute resolution scheme.

    Office of Last Resort

    Should a customer be dissatisfied with the outcome of their complaint after following the above process, they may contact the TIO (Telecommunications Industry Ombudsman) for independent mediation.

    The TIO is "an office of last resort". This means that in the interests of fairness, the service provider must be given an resonable opportunity to settle a complaint with the customer before the TIO will become involved. Their website address is http://www.tio.com.au.
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