Three.com.au

How do I make a complaint?
3 aim to provide a positive experience to all our customers, when speaking to us and when using our service. If, however, our service or product did not meet your expectations, we want to hear about it. Making a complaint to 3 is simple and easy. You can make the complaint in person, by telephone, email, , fax, letter or in person. – See below for contact details.

By Phone. 13 33 20 (+61 13 33 20 if outside Australia)
By Email. Email us here
By Fax. (03) 6210 3362 (+61 3 6210 3362 if outside Australia)
Write to us.
Correspondence Team
PO Box 2580
KDC
Kingston Tas 7050
Registered address
Level 7, 40 Mount Street,
North Sydney NSW 2060
In person. Visit a 3 Store near you

Throughout our complaints handling process we seek to improve our business based on the information we receive from complaints.
If you are making the complaint in person or by telephone, 3 representatives may ask you to submit your complaint in writing.

What should I include in my complaint?

• If you are a 3 customer, include your name, 3 mobile number and/or 3 account number and contact details.
• If you are not a 3 customer please include your name and contact details, including your address and where possible a telephone number where we can contact you during the day.
• Any details of your complaint that will enable 3 to assess and process your complaint.
• Where relevant, please provide copies of any documents relating to your complaint.
• Details of any prior contact with 3 on the complaint, including the names of any 3 employees you may have previously dealt with.

What are my rights when making a complaint?
You have the right to:

• Easily lodge a complaint, and where required, see assistance to lodge it at no charge from 3:
• Have your complaint dealt with in a fair, open, efficient and courteous manner;
• Have information identified by you as confidential, treated as confidential by 3, unless it has reasonable grounds for doing otherwise (e.g. report to the ombudsman, other regulatory bodies);
• Seek your own legal advice;
• Be informed of 3’s response and the reason for this response; and
• Provide directly relevant material in support of the complaint.

How will my complaint be handled?

• 3 will receive your complaint, record the details, give it fair and genuine consideration and deal with it in an effective way to achieve fair outcomes.
• 3 will enquire into your complaint, and consult with relevant 3 staff and agencies (where appropriate) within a reasonable timeframe, having regard to the nature and complexity of the complaint.
• 3 will keep you and the person complained about (if applicable) informed of progress.
• If appropriate and where possible, 3 will recommend changes to remedy the situation, and then inform you of the decision made and the reasons for the decision.
• 3 will treat all information with respect and handle personal information in accordance with the privacy act
• 3 will take action to resolve the complaint.
• We expect that our front line staff, team leaders and managers will completely resolve the issues you raise
• If, despite our best efforts, you believe we have not satisfactorily dealt with your complaint, you can contact the TIO (contact details below).

Service Level Commitment
We aim to resolve most issues within five working days of receiving your complaint. Some matters are more complex and can take a little longer to resolve. If that is the case, we will keep you informed of our progress.
Some important points

• Someone else may make a complaint on your behalf, however it may still be necessary for 3 to contact you directly.
• If you are experiencing difficulty expressing your complaint, you may seek 3’s assistance. If you make an anonymous complaint, 3’s capacity to enquire into the issue may be limited. Whilst all attempts will be made to protect your identity, your identity may become apparent during the course of the inquiry.
• 3 may request your assistance to enable the corporation to assess and process your complaint.

Telecommunications Industry Ombudsman (TIO)
The Telecommunications Industry Ombudsman is a free and independent alternative dispute resolution scheme for small business and residential consumers in Australia with unresolved complaints about their telephone or Internet services. Please note the TIO will only accept cases in which you have attempted to resolve the issue with 3 directly
See below contact details for the TIO:

Write:
Telecommunications Industry Ombudsman
PO Box 276
Collins Street West
Melbourne VIC 8007
Phone: 1800 062 058
Fax: 1800 630 614
Email: tio@tio.com.au
Non-English speakers: if you need an interpreter, please contact the Government interpreter service on 131 450 and ask for the TIO on 1800 062 058. This is a free service to TIO callers. Hearing Impaired People: if you're hearing impaired, please call the TIO's free TTY service on 1800 675 692.

Feedback about our services
3 are committed to improving the level of service it provides and your feedback is very important.
You can visit, telephone, fax, email or write to us at the addresses above to give us your feedback on our service and the complaint handling process.
If you would like to make a suggestion about our complaint handling process, it would be helpful if you would first raise the matter with the 3 staff member you have been dealing with. If you are not satisfied, please contact 3’s contact centre on 13 33 20 or contact 3 using the details above.

Content
If you want information regarding filtering or restricting open access to Internet content, or making complaints regarding content, you should refer to the Guide for Internet Users available at the Internet Industry Association website.

SPAM
If your complaint is about SPAM, please refer back to our SPAM Policy Page or send an email to spamabuse@three.com.au. Or you can make complaints about the receipt of SPAM direct to ACMA (www.acma.gov.au) through their SPAM reporting link.

Privacy and Personal Information
If you want to make a complaint about the use of your personal information please refer back to making a complaint above. If you are unsatisfied with our handling of your complaint with respect to privacy, you can seek further assistance from the Office of the Privacy Commissioner at www.privacy.gov.au. The Commissioner may then investigate and attempt to conciliate the matter. The Commissioner also has the power to decline to investigate complaints (or not to investigate further) in a number of circumstances.

Making a suggestion/Compliment
It’s always good to get feedback on how well we do things as well as feedback on how we could improve. If you would like to suggest a way 3 could do a better job for its customers, or if you have received exceptional service from 3 or from a particular individual, please let us know.
To make a suggestion or pay a compliment simply:

By Phone. 13 33 20 (+61 13 33 20 if outside Australia)
By Email. Email us here
By Fax. (03) 6210 3362 (+61 3 6210 3362 if outside Australia)
Write to us.
Correspondence Team
PO Box 2580
KDC
Kingston Tas 7050
In person. Visit a 3 Store near you