This Complaints and Disputes Policy is a part of MobiRoam’s General Terms And Conditions and is intended to ensure that Customers are aware of their rights in relation to complaints and disputes. This Complaints And Disputes Policy does not limit or reduce the Customers’ obligations or affect MobiRoam’s rights under the General Terms and Conditions.
MobiRoam Customer Service Guarantee
MobiRoam expects to provide the best service and is committed to addressing customers’ concerns. MobiRoam’s ability to provide the best service can, however, be affected by factors beyond its control.
If MobiRoam has failed to meet your expectations, please let us know. Our contact details are below. We will do everything within reason to make MobiRoam experience a positive and pleasant one for each customer.
Making a Complaint
MobiRoam will promptly respond to emails, letters and faxes.
If you contact MobiRoam with a complaint, you will be provided with the name and contact details of a team member who will personally deal with your complaint without delay or excuse. If making a complaint, you must provide full details in order for MobiRoam to properly consider and deal with your concern.
Complaints will be logged and dealt with according to the procedures set out in the General Terms and Conditions. If it is necessary to carry out any inquiries arising from a complaint:
- MobiRoam will inform you what the inquiries are about;
- who will conduct the inquiries;
- when you may expect a response; and
- during the course of an inquiry, keep you informed of our progress.
Inquiries will be carried out promptly having regard to the nature of the complaint.
MobiRoam will aim to resolve all complaints within 30 days of receiving notice. Complaints that are not resolved within that period will be responded to in writing with a proposed course of action and, where appropriate, with notification of the outcome of any inquiries.
Internal Review of Complaints
If you are not satisfied by a response to a complaint, you may contact our Customer Relations Manager, who will provide an independent review and report of your complaint and an additional point for personal contact.
External Review of Complaints
If you are dissatisfied with the outcome of your complaint and MobiRoam’s efforts to resolve it you may contact the:
- Telecommunications Ombudsman; or
- The Australian Communication and Media Authority; or
- The Australian Competition and Consumer Commission, for trade practices issues.
Changes to this Complaints & Disputes Policy
MobiRoam may make changes to this Complaints & Disputes Policy from time to time for any reason. If so, the changes will be published on the MobiRoam website.
Further information regarding this Complaints & Disputes Policy may be obtained by contacting MobiRoam at:
Post: PO Box 903 MT LAWLEY 6929