Optus' Customer Relations Group (CRG) manages escalated complaints on behalf of the company, its CEO and Directors. The CRG is located within Optus' Consumer division although they manage complaints across all Optus residential and small business product lines. The Regulatory Compliance group works closely with the CRG.
The complaints managed by the Customer Relations Group come from various sources, such as the Office of the Telecommunications Industry Ombudsman, the Australian Communications and Media Authority and Consumer Claims Tribunals.
Optus' philosophy is that all complaints should be resolved at the first point of contact where possible. To enable this to occur, Optus empowers its staff to resolve customer complaints.
Where a complaint has not been resolved by Optus, a customer may contact the Telecommunications Industry Ombudsman (TIO), which is an office of last resort. The Ombudsman will only investigate complaints if the customer has previously attempted to resolve the complaint with Optus. The TIO can be contacted by: Telephone: 1800 062 058
Fax: 1800 630 614
TTY:1800 675 692
Email: tio@tio.com.au
Post: PO Box 276, Collins Street West
Melbourne VIC 8007
For further information, please download:
Complaint Handling Policy (pdf)
For a hard copy of the Complaint Handling Policy, a copy in an alternative format, or additional enquiries, please Contact Us