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MessageMedia Complaints Handling Policy

Authorised by Chief Executive Officer
Effective Date 16 September 2021
Internal/External External

Policy statement

MessageMedia is committed to handling complaints fairly, efficiently and effectively. We treat every complaint seriously and aim to resolve your concerns as quickly as possible
This policy is endorsed by MessageMedia’s senior management. References in this policy to MessageMedia include a reference to all of MessageMedia’s subsidiaries.

Who is covered by the policy?

This policy applies to all directors of the Board, management, staff and contractors engaged and undertaking work on behalf of MessageMedia, wherever they may be located (collectively referred to as personnel in this policy) when dealing with all complaints made by customers regarding the MessageMedia services.

What is a complaint

A complaint is any expression of dissatisfaction or grievance made to us about our products or services where a response is specifically requested or implied, or the way we have managed a complaint. If our personnel are unsure if you want to make a complaint, we will ask you.
An urgent complaint includes complaints relating to a customer’s financial hardship or the imminent disconnection of a service where we have not followed our procedures.

How to make a complaint

You may make a complaint in the following ways

Telephone 1800 155 228, and select option 2 (Monday to Friday, 09:00am to 5:00pm)
Email complaints@messagemedia.com
Mail Complaints Level 24, 367 Collins St Melbourne VIC 3000 Australia

Our personnel can help you formulate, make or progress your complaint. You may appoint an authorised representative to contact us on your behalf. We may ask you for permission to discuss your complaint with the authorised representative.
If you would like to contact us to make a complaint but require assistance to do so (for example, if you have a hearing impairment), you can contact us via a language interpreter service or if you use a TTY to communicate, you can contact us via the National Relay Service. Should you have more specific needs requiring assistance in making a complaint (for example, financial hardship situations), please let us know so that we can determine how to assist you.
There is no charge for making a complaint.

Resolving your complaint

If you make a complaint by telephone, we will try to resolve your complaint at that time. If we can’t resolve your complaint straight away, we will escalate your complaint.
If you make a complaint by email or letter we will acknowledge within 2 business days of receiving it, with an estimate of how long it will take to resolve.
We attempt to resolve all complaints within 15 business days unless your complaint is an urgent one, or your complaint relates to billing. If your complaint is urgent we will attempt to resolve it within 2 business days and if your complaint relates to billing we will attempt to resolve your complaint by the end of the following billing cycle.
We will contact you if there is a delay in resolving your complaint. We will provide you with the expected timeframe, any additional information about the delay and your options to resolve this matter via external dispute resolution.
If you accept our proposed resolution we will implement it within 10 business days.

If your complaint is still unresolved

You may ask for a complaint to be escalated if you are unhappy with the way a complaint is being managed.
You may ask the Telecommunications Industry Ombudsman (TIO) to assist with your complaint by contacting them via their website tio.com.au. The TIO will expect that you have attempted to resolve the complaint with us before lodging a TIO complaint.

MessageMedia has a Financial Hardship Policy which is hosted on our website https://messagemedia.com/au/legal/financial-hardship-policy