Bunnji Group Pty Ltd (ABN 64 627 659 867) wants every customer to have a fair and simple way to raise a concern. This policy explains how to make a complaint, what we will do and how long it should take. It is consistent with the Telecommunications Consumer Protections Code and the Telecommunications (Consumer Complaints Handling) Industry Standard where they apply.
What is a complaint?
A complaint is any expression of dissatisfaction about our products, services, staff or the way we handled an earlier complaint, where a response or resolution is expected. You do not need to use the word “complaint” for us to treat it as one.
How to make a complaint
- Phone 1300 001 611, Monday to Friday, 8 am–6 pm AEST
- Email info@bunnji.com.au
- In writing to Bunnji Group Pty Ltd, using the contact details on your invoice
You can ask someone you trust, such as a family member, advocate or interpreter, to make the complaint for you. If you need help, the National Relay Service and the Translating and Interpreting Service (131 450) are free to use.
Making a complaint is free
We do not charge to receive, investigate or resolve a complaint. We will not suspend or disconnect a service because of an amount that is genuinely in dispute while the complaint is being handled, after you have told us about it.
What we will do
- Acknowledge your complaint straight away if made by phone, or within 2 business days if made in writing or by email
- Give you a reference number so you can follow its progress
- Tell you how we propose to resolve it and keep you updated
- Aim to resolve it within 15 business days, and tell you before that date if we need longer and why
- Prioritise urgent complaints, such as those involving financial hardship, a disconnection or a service needed for medical reasons, and take action within 2 business days
Once we agree on a resolution, we will carry out the actions we committed to within 10 business days unless you agree otherwise.
If you are not satisfied
If you are unhappy with our proposed resolution or how the complaint is progressing, ask for it to be escalated to a senior manager. We will review it and respond as quickly as possible.
External dispute resolution
If your complaint is not resolved to your satisfaction, you can contact the Telecommunications Industry Ombudsman (TIO), a free and independent service:
- Phone 1800 062 058
- Website tio.com.au
We will tell you about the TIO when we close a complaint or if you ask about escalation.
Customers needing extra support
We will make reasonable adjustments for customers who are experiencing vulnerability, disability, family violence or language barriers, including allowing an authorised representative to act for you.
Privacy and improvement
We handle complaint information in line with our Privacy Policy. We review complaint trends regularly to fix root causes and improve our services.
Questions about this page? Email info@bunnji.com.au or call 1300 001 611.