Complaints Policy

The tech2 Complaint Handling Policy covers The Tech2 Group Pty Ltd, including all tech2 services, departments and its subsidiaries. While we make every effort to provide you with the highest level of service possible, you have the right to make a complaint if your service experience with tech2 doesn’t fulfil your expectations.

Definition of a “complaint”

A complaint is a formal expression of dissatisfaction with our services, expecting a resolution or change in outcome as a result. This does not necessarily include reporting a technical issue or fault. If we require clarification, or your intent is unclear, we will ask you to confirm that you wish to submit a formal complaint.

How to make a complaint

Contacting us

We will treat you with fairness, courtesy and respect, and it is expected that tech2 employees are treated in the same way. You may contact our customer services team to submit a complaint using one of the following methods:

tech support
(over-the-phone technical support)
Onsite services
(Audiovisual and in-home technical services)
Telecommunications and Workforce Management
Commercial Audiovisual
Phone

Australia:
1300 788 071
Mon-Fri 8am-10pm (AET)
Sat-Sun 9am-6pm (AET)*
NSW public holidays 9am-6pm (AET)*

New Zealand:
0800 4669 8324
Mon-Fri 9am-12am (NZT)
Sat-Sun 9am-8pm (NZT)*
NSW public holidays 9am-8pm (NZT)*

*Closed Christmas, New Year’s Day & Good Friday

1300 832 424 (Mon-Sat 8am-6pm AET**)

**Closed NSW public holidays

1300 483 242 (Mon-Fri 9am-5pm AET**)

**Closed NSW public holidays

1300 483 242 (Mon-Fri 9am-5pm AET**)

**Closed NSW public holidays

Postal

Mark as “Attention: Tech Support Customer Complaints Team” and send to:

Level 3, 2/14 Mountain St, Ultimo NSW 2007

Mark as “Attention: Tech Services Customer Complaints Team” and send to:

Level 3, 2/14 Mountain St, Ultimo NSW 2007

Mark as “Attention: Telecommunications Customer Complaints Team” and send to:

Level 3, 2/14 Mountain St, Ultimo NSW 2007

Mark as “Attention: Commercial Audiovisual Customer Complaints Team” and send to:

Level 3, 2/14 Mountain St, Ultimo NSW 2007

Online form
Submit an online enquiry via
tech2.com.au/tech-for-home/tech-support/
Submit an online enquiry via
tech2.com.au/tech-for-home/onsite-services/
Online chat
tech support (over-the-phone technical support)
Phone

Australia:
1300 788 071
Mon-Fri 8am-10pm (AET)
Sat-Sun 9am-6pm (AET)*
NSW public holidays 9am-6pm (AET)*

New Zealand:
0800 4669 8324
Mon-Fri 9am-12am (NZT)
Sat-Sun 9am-8pm (NZT)*
NSW public holidays 9am-8pm (NZT)*

*Closed Christmas, New Year’s Day & Good Friday

Postal
Mark as “Attention: Tech Support Customer Complaints Team” and send to:

Level 3, 2/14 Mountain St, Ultimo NSW 2007

Online form
Submit an online enquiry via
tech2.com.au/tech-for-home/tech-support/
Online chat
Onsite services (Audiovisual and in-home technical services)
Phone

1300 832 424 (Mon-Sat 8am-6pm AET**)

**Closed NSW public holidays

Postal

Mark as “Attention: Tech Services Customer Complaints Team” and send to:

Level 3, 2/14 Mountain St, Ultimo NSW 2007

Online form
Submit an online enquiry via
tech2.com.au/tech-for-home/onsite-services/
Telecommunications and Workforce Management
Phone

1300 483 242 (Mon-Fri 9am-5pm AET**)

**Closed NSW public holidays

Postal

Mark as “Attention: Telecommunications Customer Complaints Team” and send to:

Level 3, 2/14 Mountain St, Ultimo NSW 2007

Online form
Commercial Audiovisual
Phone

1300 483 242 (Mon-Fri 9am-5pm AET**)

**Closed NSW public holidays

Postal

Mark as “Attention: Commercial Audiovisual Customer Complaints Team” and send to:

Level 3, 2/14 Mountain St, Ultimo NSW 2007

Online form

The tech2 team makes every effort to resolve complaints within a reasonable time frame. To assist in this process, please include a detailed description of your issue and your current contact information so we can provide a response as soon as possible. If we are unable to contact you using this contact information after multiple attempts, and have not received a response from you we reserve the right to close your complaint.

Authorising an advocate

You may authorise a representative to advocate on your behalf. To protect your privacy, you must inform us that you have authorised this representative, either over the phone or in writing, before we are able to discuss the complaint with the third party. If you are using a third party service, such as a language interpreter, you may incur additional fees for their services at your expense.

After we receive your complaint

Acknowledgement

We will acknowledge receipt of your complaint and you can contact us for updates about the progress of your complaint. Your case can be identified using your invoice number, job number or case number (once you have been provided with one) as a reference.

Investigation process

Once a complaint has been received, it will be reviewed as soon as possible. We endeavour to provide details of the proposed resolution within three business days for tech support or tech services. If for any reason we believe the resolution may be delayed, we will contact you to provide an explanation and discuss a new timeframe.

During the review process you may continue to use tech2 services. If you are receiving an ongoing tech2 service, such as a Premium Support subscription, it will not be cancelled or revoked simply because a complaint has been made, is currently unresolved and/or under investigation by a third party.

Escalation process

If a customer service representative is not able to resolve your complaint in the first instance, your complaint may be escalated as follows:

For over the phone tech support: Technical escalations go to a Senior Technician. If the escalation is related to technician behaviour / attitude or related to the business, then this will be handled by a Team Leader.

For onsite tech services, telecommunications and Commercial Audio visual: To a Field Supervisor. If they are unable to resolve the issue you will be referred to a State Operations Manager for further assistance.

If the issue is still unresolved and needs to be escalated further, or if you are not satisfied with their handling of your complaint and want to know more about further escalation options, we can outline your options for external dispute resolution.

Monitoring your complaint

The tech2 team will keep you informed about the status of your complaint. You may contact us by phone or email and, after providing your full name and invoice number, job number or case number (once you have been provided with one), request a status update during business hours.

Resolving your complaint

Acknowledgement

After investigating and identifying an outcome for your complaint, we will advise you of the outcome ether verbally (phone) or in writing (email), and suggest the proposed way forward.

Implementation

If you accept our proposed way forward to resolve the complaint, we will take all reasonable actions to implement the solution within 10 business days of your acceptance, unless:

    1. You have agreed on a different time frame, or
    2. Have not fulfilled any responsibilities on your behalf as part of the resolution process.

Your complaint will not be closed without your consent, unless

      1. We have been unable to contact you within 30 calendar days, or
      2. You’re unhappy with the resolution and have decided to pursue other escalation options, or
      3. We have informed you that we reasonably believe your complaint or behaviour is vexatious or frivolous and we have provided an explanation to you regarding these conclusions.

Pursuing other resolution options

Most complaints can be resolved via our internal processes and we ask that you provide us every opportunity to address your complaint in this manner. If you are unhappy with our handling of your complaint after it has been appropriately escalated according to the above process, you can seek complaint mediation or advice from the Fair Trading department in your state or territory.