We want to resolve problems quickly and fairly. This policy explains how you can make a complaint, how we will handle it and what you can do if you are not satisfied.
How to make a complaint
- Online: use our Complaints and Feedback form.
- Phone: [Insert number and hours].
- Email: [Insert address].
- Post: [Insert postal address].
What we will do
[Insert your acknowledgement, investigation and resolution timeframes in line with your obligations under the applicable telecommunications complaints-handling rules.]
Urgent complaints
[Insert how urgent complaints — for example, those involving financial hardship, disconnection or medical priority assistance — are prioritised.]
Escalation
[Insert internal escalation steps.]
External dispute resolution
[Insert details of the external dispute resolution scheme of which Eightport is a member, once confirmed, including contact details.]
Help making a complaint
If you need help — including an interpreter, the National Relay Service or a representative — let us know and we will assist.
Last updated: [Insert date]