Complaint Handling Process

Our principles:

You have a right to complain, and if you do we will deal with your complaint in a fair, efficient, objective manner and through a transparent process. We strive to solve any problems you may have during your first contact with us. Our complaint handling process complies with the requirements of the Telecommunications Consumer Protections Code C628:2012 (TCP Code) and responsibility for compliance with the process lies with our Chief Executive Officer.

Free of charge:

We will not charge you for dealing with your complaint in most instances, and we will never charge you without telling you first. We may charge you to recover our costs in very specific circumstances only, i.e. we may charge you where you request information that was collected more than two years ago or where you request information that is not free of charge as per our Standard Form Customer Contract or our Critical Information Summary. If cost recovery charges apply, we will tell you before charging you (and you may of course choose not to pay and discontinue your complaint) and we will inform you about your options for external dispute resolution, e.g. the Telecommunications Industry Ombudsman (TIO).

How to make a complaint

The following breakdown will help to step you through our complaints handling process.

Initial enquiry:

For an explanation on a particular service we provide, or to help answer most questions, you can browse the 1800MumDad website for links on Rates , FAQ's or Terms & Conditions.

Initial contact can be made in one of 2 easy ways;
    1. Calling our customer care number 1300 790 229 which we staff from 9am to 5pm Monday to Friday (excluding national public holidays). Call charges may apply: local call charges when calling from your land line; cost to call from your mobile, will vary depending on your carrier and rate plan. We will answer your call unless we are already on a call with another customer. If we are busy please leave a voicemail and we will call you back as soon as we can and in no less than 2 business days. If we cannot reach you while trying to return your phone call, we will send you a free SMS notifying you of our attempt, and providing you with details to contact our customer care team.
    2. You can also send through an email, simply click here... to send an enquiry direct from our website. We will always endeavor to reply to your enquiry within 2 business days. Of course you can appoint an authorised representative or advocate to make a complaint on your behalf. For help with how to appoint an authorised representative, please email our team at: support@1800MumDad.com.au

What if your complaint is urgent?

Your complaint will be treated as urgent if;

  • you have applied for being in financial hardship under our Financial Hardship Policy and the issue you are complaining about directly contributes to the Financial Hardship you are experiencing, or
  • your service has been disconnected or is about to be disconnected and due process has not been followed, or
  • you are receiving Priority Assistance (e.g. because of a severe medical condition) for the service you are complaining about.

In this case we will agree with you on how to address the issue and implement all required actions to fix the issue within 2 working days. If there is a delay, we will explain why, provide you with a new expected timeframe, and if it is a longer delay also inform you about your options for external dispute resolution such as the TIO.

If you are unhappy with our efforts:

If you tell us that you are not satisfied with the complaint timeframes, its progress or the outcome or if you tell us your complaint ought to be treated as urgent, we will escalate your complaint internally. Alternatively you can send an email to: escalations@1800MumDad.com.au where a manager will investigate and respond to you about the issue.

Please allow a 5 business day response time for this level of complaint.

You can also post in your complaint to:
Customer Support Manager
PO Box 233 Varsity Lakes QLD 4227

We will do our best to solve your problem during our first contact. If you believe your issue has not been fairly resolved, you may contact the Telecommunications Industry Ombudsman (TIO) on 1800 062 058.

Will never cancel your service only because you have contacted an external dispute resolution scheme.