Complaint Handling Policy

Your right to make a complaint

You have the right to make a complaint if you are dissatisfied with our services, how we have handled your enquiry, or if you have not received the support you expected. Every complaint is treated seriously and assessed on its merits. If it is unclear whether you wish to make a complaint, we will politely ask you to clarify.

Making a complaint will not affect your service, future interactions with us, or how we treat you as a customer. You will not be charged for the handling of your complaint.

Personal information

We handle personal information you share with us, or that we already hold about you, in accordance with our Privacy Policy: [Link To Privacy Policy] To manage your complaint, we may disclose relevant information—such as your name, service details and information about the complaint—to third parties were reasonably necessary.

We will only use or disclose personal information for purposes permitted by applicable privacy and telecommunications laws. Where another organisation needs information to help investigate or resolve your complaint, we will limit the information shared to what is appropriate for that purpose and apply the required safeguards. Referring to a disclosure as reasonably necessary does not replace the requirement for a lawful basis.

Complaint types and priority

General complaints

A general complaint is an expression of dissatisfaction about our telecommunications products or services, or our complaints-handling process, where you explicitly or implicitly expect a response or resolution. You do not need to use the word complaint or submit a formal written complaint for us to recognise and handle your concern as a complaint.

Urgent general complaints

We will treat a complaint as urgent where there is a threat to personal safety, the complaint concerns financial hardship, or the complaint concerns loss—or risk of loss—of service because of a disconnection where due process was not followed. Please tell us if any of these circumstances apply so we can prioritise the complaint appropriately.

Network outage complaints

When you report that you cannot establish or maintain a service connection, we will take reasonable steps to determine whether a suspected major or significant local network outage is likely to be affecting your service. Where the special network outage complaints rules apply, we will treat your report as a network outage complaint even if you have not used the word complaint. The special procedure does not apply to every individual fault or to outages caused by a natural disaster. This does not prevent you from making a general complaint about the service, our response or any unresolved concern.

We have specific processes for network outages in line with the Telecommunications (Consumer Complaints Handling) Industry Standard 2018. If you report that your service is not working, we will take reasonable steps to determine whether a significant local or major network outage may be affecting you. We will aim to explain what happened, why it happened, the area affected and the expected restoration time.

If an outage involves a third-party network provider, we will coordinate with that provider to investigate and progress restoration while continuing to manage your complaint. We will provide the outage information available to us and explain when an estimated restoration time or cause is not yet known. You do not need to pursue our upstream provider instead of using BRDY’s complaints process.

Outage updates and complaint handling are separate processes. You can use our complaints contacts to report a service problem or seek help even when information about a wider outage has already been published. Publishing an outage notice does not replace our responsibility to recognise and manage your complaint.

Network status: [Link to status page to be confirmed]

Outage communications information: [Link to comms page to be confirmed]

Urgent network outage complaints

We will treat a network outage complaint as urgent where there is a risk to personal safety or a serious health risk and the service has not been restored. Contact us as soon as possible on info@brdyservice.co.uk. We will discuss available alternatives or interim arrangements to help keep you connected where possible.

Billing error complaints

These are complaints about errors in billing or invoicing.

What you can expect from BRDY

You can access this complaints policy free of charge without signing in to a customer account. You may also request a copy from us or ask for assistance to access or understand it. You do not need to use a customer portal or app to make or progress a complaint.

1. Submission

You can make a complaint without signing in to a customer account, portal or app. Our public complaints contact information identifies the available ways to contact us, and you can also use those contacts to ask for help making or progressing a complaint.

You may contact us using any channel listed in the “How to submit your complaint” section. Depending on your circumstances, we will assign an appropriate complaint representative or specialist support representative to manage your case.

2. Acknowledgement

For complaints made by phone, online form, customer portal, messaging service or any other real-time channel offered by BRDY, we will acknowledge the complaint as soon as we receive it. For complaints received by email or post, we will acknowledge receipt within two working days.

We will provide a unique complaint reference number, information on how to monitor progress, details of the person or team managing the complaint, and an explanation of what will happen next.

For an outage complaint, we will also take reasonable steps to determine whether a significant local or major outage is occurring, provide information about available outage updates and notify you when service is restored and of any resolution offers that may apply.

3. Tracking progress

We will investigate the circumstances and provide progress updates during the investigation. You can monitor progress using your complaint reference number through your customer service portal or by contacting info@brdyservice.co.uk.

4. Resolution

We will contact you to discuss our investigation and proposed resolution. Your acceptance of a proposed resolution does not by itself mean that the complaint has been resolved: we must also implement the agreed action. After you accept the outcome, we will confirm it by letter or email within five working days.

If we cannot reach you, we will make at least five attempts over a ten-calendar-day period, each on a separate day. If we are still unable to reach you, we will write to you with the outcome and give you ten working days to discuss the complaint. If we do not hear from you during that period, we may close the complaint.

5. Escalation

If you are not satisfied with the proposed resolution, we will first escalate the complaint to a team leader or senior complaints representative. Further review and external dispute-resolution options are described below.

Complaint resolution timeframes

General complaints

We will try to resolve your complaint on first contact. If this is not possible, we will provide a proposed resolution within ten working days of receiving your complaint. Once you agree to a resolution, we will implement it within five working days, unless a different timeframe is agreed with you or an exception permitted by the applicable complaints-handling rules applies. If we cannot meet a required timeframe, we will explain the reason, provide a revised timeframe and advise you of your external dispute-resolution options.

Urgent general complaints

We will resolve urgent general complaints within two working days of receiving them. If we cannot do so, we will promptly explain why, advise you of the timeframe in which we expect to resolve the complaint and provide information about external dispute-resolution options, in accordance with the applicable complaints-handling rules.

Network outage complaints

If we make a bulk resolution offer, we will explain its terms and how you can seek an individual assessment. We will distinguish confirmation that your connection has been restored from resolution of any separate complaint about charges, compensation or our handling of the outage.

We will update you when service is restored, which will normally resolve the complaint. The restoration timeframe will depend on the nature of the outage and any work involving third-party providers. After restoration, we will ask you to confirm that service has been restored. If we do not hear from you within three working days, we may close the complaint. If issues continue, contact info@brdyservice.co.uk. Where an outage affects many customers, BRDY may provide a bulk resolution offer, with details published at [Link to comms page to be confirmed]

Restoring your service does not automatically resolve a separate concern about charges, a credit, compensation or the way we handled the outage. If you seek a different or additional remedy, or remain dissatisfied after restoration, tell us and we will recognise and handle that concern under our general complaints process. A bulk resolution offer does not remove any applicable right to seek an individual assessment or external dispute resolution.

Urgent network outage complaints

For urgent network outage complaints, the post-restoration confirmation check is separate from the time needed to restore the network. We will communicate the restoration information available to us and will not describe a post-restoration checking period as a guaranteed repair timeframe.

We aim to update you within two calendar days to confirm that the affected service has been restored. If you tell us the resolution was unsuccessful, we will take corrective action within two working days. We will not close an urgent network outage complaint until you confirm that service has been restored.

Billing error complaints

We will resolve billing error complaints within the current billing period or within 30 calendar days of receiving the complaint, whichever is earlier. Any shorter applicable timeframe, including the timeframe for an urgent complaint, will continue to apply.

If an investigation takes longer than expected, we will explain the reason, provide a revised timeframe and tell you about available external dispute-resolution options.

If you are unhappy with the resolution

If you are dissatisfied with how we handled your complaint, you may take it to the Telecommunications Industry Ombudsman (TIO), a free and independent service. We ask that you first give BRDY an opportunity to resolve your concerns.

You do not have to complete every stage of our internal escalation process before contacting the TIO. If you are dissatisfied with our response or the progress of your complaint, you may contact the TIO for assistance. The TIO will determine whether your complaint falls within its jurisdiction and what steps are appropriate. We will not discourage you from seeking external assistance.

If you tell us, you are unhappy with the proposed resolution, we will send you a letter or email within five working days setting out our understanding of the complaint, the resolutions offered, your complaint reference number and the external options available to you.

It is helpful, but not essential, to give the TIO your BRDY complaint reference number. You can contact the TIO by calling 1800 062 058, using 1800 675 692 from a TTY handset, or visiting www.tio.com.au.

This policy does not exclude, restrict or replace any rights or remedies you may have under applicable Australian law. Depending on the circumstances, a complaint resolution may include correcting an error, restoring a service, providing an explanation or apology, applying a credit or refund, or considering compensation where appropriate. Any entitlement will be assessed on its merits and under the applicable law and your service agreement.

Support to make or progress a complaint

Please tell us if you need help to make or progress a complaint or report a service outage. We will provide reasonable assistance to help you explain, lodge and progress your concern. You may ask an advocate to assist you or appoint an authorised representative to act on your behalf. We will explain what authority is needed before disclosing account information or accepting instructions and will not assume that an advocate has authority to access your account.

We are committed to recognising and supporting customers experiencing vulnerability and helping them stay connected. Customers affected by domestic or family violence may contact info@brdyservice.co.uk and refer to Link To DFV Policy. Customers with other vulnerabilities, accessibility needs or language-support needs may contact info@brdyservice.co.uk.

If you need help because of financial hardship, contact info@brdyservice.co.uk. Our Payment Assistance Policy is available at Link To Payment Assistance Policy.

For TTY assistance, call 133 677 through the National Relay Service and ask to be connected to BRDY using our published complaints phone number. Other relay options are available through Access Hub. You may also ask us for help identifying a suitable way to communicate about your complaint.

Customers who are Deaf, have a hearing or speech impairment, or need communication support may use the National Relay Service on 133 677 or visit accesshub.gov.au/about-the-nrs.

Interpreter support: 131 450 and ask to be connected to Brdy Telecom.

Accessibility information: Link to accessibility page to be confirmed.

What we need from you

Please tell us which contact method and contact times are safe and suitable for you, and whether we may leave a message. We will record and follow the contact arrangements agreed with you when managing your complaint, including any restrictions on sharing information with other account users or representatives, subject to applicable legal requirements.

To resolve your complaint properly, we may need additional information and an opportunity to discuss your concerns. Please provide current contact details and be available at agreed times. We will use your nominated contact method to confirm the outcome and provide a copy by email or letter.

While your complaint is being investigated, please pay any outstanding amount that is not disputed, unless another payment arrangement or applicable protection applies. We will not take debt collection action in relation to amounts that are the subject of an unresolved complaint or cancel or restrict your service simply because you made a complaint. Closing our internal complaint file does not override your applicable rights, any protections that continue during external dispute resolution, or our payment assistance obligations.

We aim to treat all complainants with fairness, courtesy, patience and respect. We ask that you show our people the same consideration. We may take reasonable steps to manage unreasonable, abusive or aggressive behaviour, while ensuring that any restriction on contact or decision about the complaint complies with the applicable complaints-handling rules and does not remove access to external dispute resolution.

How to submit your complaint

Website or online form

You can use the contact methods listed in this policy to make a complaint, report a service outage or check the progress of an existing complaint.

Customer portal or app

https://customers.brdyservice.com/

Messaging service

[Link to live chat]

Phone

Business customers: [to be confirmed]

Email

info@brdyservice.co.uk. We will acknowledge an emailed complaint within two working days.

Post

BRDY Telecom Australia Pty Ltd, Complaints Team, Suite 20’01, Level 20, 133–145 Castlereagh Street, Sydney NSW 2000

We will acknowledge a posted complaint within two working days of receipt.

Specialist and financial support

Vulnerable customer support: info@brdyservice.co.uk

Domestic and family violence support: [to be confirmed]

Financial hardship support: info@brdyservice.co.uk

Communication assistance

National Relay Service: 133 677 or accesshub.gov.au/about-the-nrs

Interpreter service: 131 450 and ask to be connected to Brdy Telecom.

Accessibility support: Link to accessibility page to be confirmed.