Complaints Handling

Complaint Handling Process

Our Principles

We will not charge you for dealing with your complaint.

How to Make a Complaint

If you wish to complain, please contact us either in person at our office at 7/180 Moggill Road, Taringa or email us at support@msi.net.au or call us on 1 300 626 765. We are open normal business hours.

We will work with you to understand your complaint and to resolve it as quickly as possible.

Of course an authorised representative or advocate can make a complaint on your behalf. Simply email us with details of the authorised representative and advise us of what they can do on your behalf. Or we can call you to confirm their authority when they make contact with us.

What we will do

Acknowledge…
We will acknowledge your complaint immediately and will work to resolve your problem during that contact.

…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 by email as confirmation of our discussion and agreement. We will confirm a timeline for the resolution with you.

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

All complaints will be treated as urgent and will be resolved as soon as possible.

If your issue is one of financial difficulty, please ask to speak with our accounts people and perhaps arrange a payment plan. We will never disconnect a service due to non-payment without making a number of attempts to contact you.

We will work 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 to our Managing Director.

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.

Telecommunications Industry Ombudsman (TIO)

We encourage you to always contact us first if you experience any problem or are unhappy. We will do our best to solve your problem during our first contact.

You can contact the TIO as follows:
Phone: 1 800 062 058
Fax: 1 800 630 614
Online: http://www.tio.com.au/making-a-complaint (The services of the TIO are free of charge.)