Acenet Internet Services

Company Policy

Complaints Handling Policy

This Complaint Handling Policy aims to:

provide a framework for Acenet employees to work with when handling Complaints from Customers
ensure consistency within Acenet in handling and resolving Complaints from Customers
assist Acenet's commitment to provide quality Internet and Telephone services and customer service

Acenet defines the term complaint as any expression of dissatisfaction or grievance made to Acenet by a Customer or member of the public with any service Acenet's offers, not including a request for information.

Lodgement of Complaints

Acenet's employees will provide reasonable information and assistance to ensure that Complaints are lodged effectively.

Complaints may be lodged by phone on 1300 85 99 85, electronic mail to admin@acenet.net.au, fax to (07) 3899 5174) or by letter to Acenet Internet Services, Unit 7/53 Metroplex Avenue, Murarrie, QLD 4172. Complaints will be acknowledged using contact details available.

Acenet has established and will continue to develop, quality processes for the efficient acknowledgement and processing of complaints.

Response to Complaints

Complaints will be processed in a timely and efficient manner. Acenet will endeavour to ensure complaints are resolved promptly and courteously.

Managing our customer's expectations realistically is Acenet's goal. This involves the careful examination of each complaint and a resolution offered on the basis of that analysis.

Review of Complaint Handling Process

Acenet's complaint handling procedures and systems are to be periodically reviewed to ensure optimum effectiveness and highlight any need for improvement.