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  >> Order >> Policies >> Complaint       <=  =>      <  1  >   Complaint Process

Majority of the issue you experience can be simply resolved by contacting us. Our staff is professional and experienced, and we provide personal service at a timely manner. We are only an email, a phone or a fax away:

Please select "complain about your services or products" and enter your correct "Accsoft User ID".
Phone: 1300 881 668
Fax: 02 9869 1866

You can appoint an authorised representative or advocate to make a complaint on your behalf in writing by Email, Fax or Post. Besides your Accsoft User ID, we need the name of the organisation and/or people to whom we can release all your information available to us, including but not limited to billing, contacts, settings, configurations, activity log and login details.

Here are the steps to take when you need help

  • Contact us by email, by phone or fax. We aim at helping you to resolve the issue on the spot, i.e. before the phone call completes or in our email reply on the same working day.
  • If the issue cannot be resolved on the spot, file a complaint on our website. Please enter your "Accsoft User ID" correctly, which also serves as a reference to your case.
  • If the issue is not resolved within five working days after you file an online complaint, contact us again on phone or email asking for the attention of our Managing Director, who or whose deputy will return your phone call or reply your email personally within two working days to discuss the issue.
  • If the issue is not resolved within fiveteen working days after your discussion with our Managing Director and there is no indication of a specific timeframe of resolution, as a last resort, the contact number of the Telecommunications Industry Ombudsman (TIO) is 1800 062 058.

Before contacting TIO, please let us know so that we have an opportunity to review your case. In some cases when the issue is not under the control of Accsoft, contacting the right party will be the quickest way to resolve the issue.

If a resolution of the issue is offered and accepted, we will implement the resolution usually within 10 working days, unless the implementation depends on other factors not under our control. In such case, we will explain the reason of delay and give our best estimation of the implementation timeframe.

For further details, please read our Complaint Handling Process Summary.


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