Additional Policies

Below are a detailed description of Westnet Hostings policies, including policies for Service Levels (Domain Name Registrations), Complaint Handling Procedure, Cancellations and a Warranty Statement.

For a thorough understanding, please ensure that you have read these policies carefully.

Service Levels - Domain Name Registrations

Your Australian domain name registration application will be reviewed by our staff who inspect your eligibility claim in compliance with auDA policy. We seek to process domain name applications within business hours of the day of application, provided that:

• We have received the relevant information required to pass decision according to auDA policy requirements
• There are no technical instances with the registry systems or circumstances that prevent the verification of the information you provide.
• Full payment for your domain registration is received

Complaint Handling Procedure

About this policy
Our goal is to deliver a quality of customer-driven service unrivalled in the Internet industry. As your service requirements evolve, customer feedback helps keep the relationship between us responsive and beneficial.

How to lodge complaints
If you have a complaint in relation to Westnet's service, you may make it:

1. in the case of complaints relating to domain name registration, by phone or by email to registrar@westnet.com.au ; or
2. in the case of any other complaint, by phone or by email to complaints@westnet.com.au .

We believe that complaints are best dealt with personally and encourage complaints to be made by phone. Complaints made by phone are quickly escalated to Department supervisors who will acknowledge the complaint and work toward resolution.

Any complaints made via email should include all relevant information including your contact details.

How we deal with complaints
Complaints are sent directly to Westnet Management who examine each complaint. Management may deal with the complaint directly or involve the Supervisor of the appropriate department, who has the capacity to determine and implement remedies to achieve resolution. Management is informed on the outcome of each complaint resolved by a Supervisor.

Time for determination of complaints
Westnet treats all complaints seriously and strives for fair and agreeable solutions as promptly as possible. Complaints are treated at high priority and you will receive acknowledgement of your complaint within the same business day.

If your complaint cannot be resolved immediately, Westnet will indicate the timeframe within which you can expect a response. Should further investigation be required, Westnet will provide you with a response as soon as practicable and within the same business day.

Referring domain complaints to auDA
If the complaint relates to domain registration services, and if you are not satisfied with the outcome of the complaint as determined by Westnet or if the complaint is not resolved within 30 days, you may refer the complaint to auDA (.au Domain Administration Ltd). This may be done either by completing the form on the auDA website at http://www.auda.org.au/registrars/complain/, or by requesting Westnet to refer the complaint to auDA on your behalf. You may request from Westnet reasonable assistance in formulating and lodging complaints to auDA. Please see the auDA website at http://www.auda.org.au/faq/complaints for further information.

Cancellation Policy

Unless otherwise required by law to which we are subject, no cooling off period applies to your Domain Name Licence application. No refund is payable by us in the event that you wish to cancel your application or surrender your Domain Name Licence early.