Complaints Escalation Process

Our complaints process is designed to encourage the fast and efficient resolution of your issue at the first point of contact. You can expect our frontline CSRs to do all in their power to resolve an issue in the first instance.

If at any point you feel you have a legitimate dispute during interaction with us, which you feel is not being resolved, please ask the staff member to clearly explain your escalation options before proceeding.

Step 1: first contact

A Customer Service Representative (CSR) is empowered to resolve complex issues and first level complaints and make fair and reasonable customer service decisions.

Step 2: escalation to a senior or manager

If a CSR is not able resolve a complaint it can be escalated to a Customer Service Manager (CSM) or, if not available , to an alternative such as a Senior Customer Service Representative (SCSR). The SCSR or CSM will review the dispute and respond to the complainant and attempt to resolve the complaint to the customer's satisfaction.

If a SCSR or CSM is unable to resolve the complaint to the customer's satisfaction, the complaint will be referred to the Solutions team.

Step 3: referred to Solutions team

If a CSM is not able resolve a complaint it will be referred to the Solutions team. The Solutions team will review the dispute and respond to the complainant and attempt to resolve the complaint to the customer's satisfaction in accordance with industry code and regulation. In the rare situation that the Solutions team is unable to resolve the complaint to the customer's satisfaction, the Solutions team CSM will discuss further avenues outside of the complaint escalation process.

Step 4: further options

After reviewing a complaint the Solutions team will offer what Westnet considers to be a fair and reasonable resolution. If the customer remains unsatisfied the Solutions team may recommend access to other options including Senior Management or as a last resort the Telecommunications Industry Ombudsman (TIO) for independent advice.

The TIO is an office of last resort and deals with complaints that consumers have not been able to resolve with their telephone or Internet company after exhausting all possible avenues directly with the company. Westnet asks that if you do have an complaint, you allow us the opportunity to exhaust all possible internal resources before going to the TIO, as in our experience complaints dealt with internally are resolved much quicker than complaints mediated via the TIO.