Telecommunications providers must publish a complaints handling process, offer more than one way to complain, keep records, and resolve complaints within set timeframes.
We are finalising this policy.
We would rather tell you that plainly than publish something we have not properly settled. In the meantime, contact us at hello@redspeed.com.au and we will help you directly, and if your matter is urgent, say so and we will treat it that way.
Being finalised. Contact us and we will answer this for your situation directly.
If we cannot fix your complaint when you first contact us, we will write to you within 10 working days explaining how we plan to fix it. Once you agree to that plan, we will carry it out within 5 working days. Urgent complaints are resolved within 2 working days. These are the maximum times the rules allow us. We would rather beat them, and most things we can sort out on the first call.
If you are not happy with how we handled your complaint, you can ask us to escalate it internally and we will tell you who is reviewing it. You can also take it to the Telecommunications Industry Ombudsman, which is free and independent of us: phone 1800 062 058 or go to tio.com.au/making-a-complaint. You do not need our permission, and going to the TIO does not change how we treat you.
Some complaints are urgent, and we resolve those within 2 working days. That includes a complaint from a customer who has applied for or entered a financial hardship arrangement, where the problem could make their situation worse. If you think your complaint is urgent, say so when you contact us and tell us why.
See also Terms of Service and Privacy.