Do you have a complaint?

Cirrus Communications Complaints Handling Procedure

Cirrus has a formal complaint handling procedure to ensure that your complaint is addressed at the appropriate level.

Introduction

We would like you to tell us if our service has not met your expectations, or if you have a concern with Cirrus.

For general complaints, including privacy complaints please phone our Customer Support Centre on 1300 552 698.

For further information on privacy complaints please refer to the Cirrus Privacy Policy or by calling 1300 552 698.

If you would prefer to put your complaint in writing, we will respond to your letter by telephone and, if you wish, we will also confirm any details in writing.

These procedures are intended to recognize the need for fairness both to the customer who complains, and also to Cirrus in dealing with complaints.

Obligations on Cirrus when dealing with complaints

Cirrus will strive to: (a) continuously improve our standard of customer service; and (b) ensure that Cirrus customers obtain access to this complaint management process.

In dealing with complaints our goals are to: (a) be fair to our customers and also quickly and effectively resolve all problems and complaints to your satisfaction at the local level; (b) keep our customers informed of how resolution of their complaint is progressing; and (c) finalise complaints within 30 days of receipt, unless they are particularly complex and require more time.

Procedure that Cirrus will follow when you make a complaint

If you telephone Cirrus, the Cirrus consultant who takes your call will give you his or her name, and also provide you with: (a) a complaint reference number; and (b) a telephone number for making further inquiries.

If the Cirrus consultant cannot resolve your complaint in response to your first call, he or she will transfer your complaint to a more appropriate person to ensure that your complaint is resolved to your satisfaction.

As soon as information on progress of your complaint becomes available, we will contact you - usually within five working days of your first call.

If Cirrus requires further time to investigate your complaint, we will contact you to let you know of the delay and give you a new timeline.

If you are not satisfied with the way in which your complaint is handled, or if you feel that you have not received a fair hearing, your complaint will be escalated to a supervisor or manager. He or she will review your complaint and resolutions offered and discuss the complaint with you.

If your complaint is still not resolved to your satisfaction by Cirrus, you can refer your complaint to the Telecommunications Industry Ombudsman (TIO). The TIO is also able to investigate complaints about breaches of some industry codes developed by the Australian Communications Industry Forum (ACIF), now known as the Communications Alliance.

If your complaint is not resolved to your satisfaction by Cirrus and your concern involves a carrier licence or some other regulatory issue, you may contact the government industry regulator, the Australian Communications and Media Authority (ACMA). Alternatively, you may choose to seek independent legal advice from a solicitor.

If you ask us to do so, we will give you written advice about the outcome of the investigation of your complaint.

Extent of Cirrus liability

In order not to misrepresent Cirrus and our legal position in any way, this information on the extent of our liability is written in legal terminology.

You may have a right, under the Trade Practices Act 1974 (Cth) and/or under similar legislation in the State or Territory in which you live, to be compensated for loss or damage that you suffer and which is caused by acts or omissions in the supply of telecommunications services and related goods and services.

Cirrus's liability for such loss or damage is limited, to some extent, by the Terms and Conditions of our agreement with you for the supply of our services, although not where that liability cannot, by law, be limited.

Cirrus is a company and so is generally liable to the same extent as any other company for wrongful acts or omissions. However, it is also for the ACMA to impose limits under the Telecommunications Act 1997 (1997) on amounts recoverable in tort for wrongful acts or omissions (of a civil rather than criminal nature) made in the supply of specific carriage services. At 27 May 2005 the ACMA had not imposed such a limit – but it may do so at some time in the future.

If you believe you have a claim against Cirrus relating to a service that Cirrus has provided, you must take reasonable steps to minimise the extent of such loss or damage.

If you require any further information about your rights, we suggest you either seek independent legal advice, or alternatively that you seek non-legal assistance from the Telecommunications Industry Ombudsman (TIO) whose contact details are set out below.

Contacts

  • Freecall: 1800 062 058 
  • Freefax :1800 630 058
  • TTY: 1800 675 692
  • Translator & Intrepreter Service: 131 450

Switchboard

  • Phone: +61 03 8600 8700
  • Fax: +61 03 8600 8797
  • Email: This e-mail address is being protected from spambots. You need JavaScript enabled to view it
  • Postal Address: PO Box 276, Collins St West, Melbourne VIC 8007, Australia
  • Street Address: 15/114 William St, Melbourne VIC 3000, Australia

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