Complaints Handling Policy (including TIO)

1. Purpose and scope
   1.1 This policy explains how to lodge a complaint about our Internet Services and how we handle and resolve complaints. It supports clause 14 of the Terms and is designed to be fair, efficient and transparent.
   1.2 A “complaint” is an expression of dissatisfaction about our products, services, staff, charges or handling, where a response or resolution is explicitly or implicitly expected.
2. How to lodge a complaint
   You can lodge a complaint via:
   (a) Email: complaints@symsafe.com.au
   (b) Online form: https://symsafe.com.au/contact 
   (c) Phone: 1300 002 001
   (d) Post: Symsafe Pty Ltd, Complaints, PO Box 50, Dee Why, NSW, 2099, Australia

Please include: your name and contact details, account or service number, a clear description of the issue, relevant dates, any supporting evidence (screenshots, logs, invoices), and your preferred outcome.

1. Our process and timeframes
   3.1 Acknowledgement: We acknowledge complaints within 2 business days (email or phone).
   3.2 Assessment and resolution target:
   (a) Standard complaints: We aim to resolve within 10 business days.
   (b) Complex complaints (e.g., third-party or technical dependency): We aim to resolve within 20 business days. If we need more time, we will tell you why and provide revised timeframes.
   3.3 Updates: We will keep you informed of progress at least every 5 business days, or as otherwise agreed.
   3.4 Urgent complaints: We prioritise complaints involving financial hardship, service safety issues, or where disconnection is imminent. Tell us if you believe your complaint is urgent.
   3.5 Outcome: We will confirm the outcome in writing. If resolved in your favour, we will implement remedies (e.g., credits, refunds, configuration fixes) promptly.
2. Billing disputes and service suspensions
   4.1 If you dispute an amount on an invoice in good faith and notify us before the due date, the “Billing disputes” process in the Terms (clause 2.6) applies.
   4.2 Provided you pay undisputed amounts and act reasonably and in good faith, we will not suspend or cancel solely over the disputed amount while the dispute is being resolved (see Terms, clause 2.6).
3. Escalation within Symsafe
   If you are dissatisfied with the handling or outcome, you may request escalation to a team lead or manager. We will review and respond with a fresh assessment.
4. External dispute resolution – Telecommunications Industry Ombudsman (TIO)
   6.1 If you are a residential or small business customer and are not satisfied with our final position, or we have not resolved your complaint within a reasonable time, you may contact the TIO for independent dispute resolution.
   6.2 TIO contact details:
   Website: https://www.tio.com.au
   Phone: 1800 062 058
   (If any of the above change, we will update this page. You can always find current information on the TIO website.)
5. Privacy
   We handle personal information associated with complaints in accordance with our Privacy Policy, the Privacy Act 1988 (Cth) and the APPs.
6. Continuous improvement
   We record and review complaints to identify trends and improve our products, processes and customer experience.
7. Changes to this policy
   We may update this policy from time to time. Material changes will be notified on the Website.