Complaints Handling Policy

LCorp IT wants every client to be happy with our services. If something has gone wrong, we want to know so we can fix it. This policy explains how to make a complaint, what we will do, and what you can do if you are not satisfied with our response. Making a complaint is free.

You can make a complaint by:

• Email: admin@lcorpit.com.au
• Phone: 07 5662 5995
• Post: LCorp IT, PO Box 430, Oxenford QLD 4210

You can make a complaint yourself or through an authorised representative or advocate. If you need help making a complaint, for example because of a disability or because English is not your first language, let us know and we will assist. You can use the National Relay Service (relayservice.gov.au) or the Translating and Interpreting Service (131 450) to contact us.

Acknowledgement. We will acknowledge your complaint within 2 working days of receiving it and give you a reference number. If you make your complaint by phone or in person, we will usually acknowledge it immediately.

Resolution. We aim to resolve complaints within 15 working days. If your complaint is urgent, we will resolve it within 2 working days. A complaint is urgent if you have applied for financial hardship assistance and the complaint is about that, if your service has been disconnected or is about to be disconnected in error, or if you are a Priority Assistance customer with a service that is not working (see our Priority Assistance page, as we do not currently offer Priority Assistance).

If it takes longer. If we cannot resolve your complaint within 15 working days, we will tell you why, tell you when we expect to resolve it, and keep you updated. If the delay is more than 10 working days beyond our original timeframe, we will tell you about your options for external dispute resolution.

Outcome. Once we have investigated, we will tell you what we propose to do to resolve the complaint. If you accept, we will implement the resolution within 10 working days, unless you have agreed to a different timeframe or the resolution depends on something you need to do. If you do not accept, you can ask us to escalate the complaint.

If you are not satisfied with how your complaint is being handled or with the proposed resolution, you can ask for it to be escalated to the Director. Tell us you want to escalate, and we will review the complaint and respond within 5 working days.

If you are not satisfied with the outcome of your complaint, or with the way we are handling it, you can contact the Telecommunications Industry Ombudsman (TIO). The TIO is a free and independent dispute resolution service for residential and small business customers of telecommunications providers.

• Website: tio.com.au
• Phone: 1800 062 058
• Post: PO Box 276, Collins Street West VIC 8007

The TIO will usually ask you to try to resolve the complaint with us first.

We keep records of every complaint, including the date, the issue, the actions we took and the outcome, for at least 2 years. We use these records to improve our services. Your complaint information is handled in accordance with our Privacy Policy.

We will not suspend or disconnect a service, or take credit management action, in relation to a disputed amount while your complaint about that amount is being investigated, unless we are required to do so by law or to protect our network.