At Localpref, we are dedicated to delivering exceptional service. We understand that there may be times when our products, services, or interactions do not meet your expectations. In such instances, we encourage you to voice your concerns so we can address them promptly and effectively. This Complaints Handling Process outlines how you can raise a complaint and the steps we take to resolve it.
What Constitutes a Complaint?
A complaint is an expression of dissatisfaction related to our products, services, staff, or procedures. This includes issues such as service faults, billing errors, or any aspect where you believe we have not met our commitments. Your feedback is invaluable, and we are committed to resolving complaints efficiently and courteously.
How to Lodge a Complaint
You can submit a complaint through the following channels:
Phone: Call us at 08 9465 2710 during business hours.
Email: Send your concerns to complaints@localpref.com.au.
Online Form: Complete the complaint form available on our Contact Us page.
If you prefer, you can appoint an authorised representative to act on your behalf. Please inform us of this arrangement when lodging the complaint. For assistance in making a complaint, our team is ready to help.
Accessibility Support
To ensure our services are accessible to everyone, you may utilize the following Australian Government services:
National Relay Service: Call 133 677.
Translating and Interpreting Service: Call 131 450.
We welcome feedback on how we can further enhance accessibility.
Our Complaint Resolution Process
Acknowledgment: Upon receiving your complaint, we will provide a unique reference number:
Immediate Acknowledgment: For complaints made via phone or live chat.
Within 2 Business Days: For complaints submitted through email, online form, or mail.
Assessment: We categorize your complaint as standard or urgent. Urgent complaints include situations where:
You have been accepted for financial hardship assistance, and the complaint relates to this.
Your service is at risk of disconnection without due process.
The issue pertains to a priority assistance service.
Investigation and Resolution:
Standard Complaints: We aim to investigate and propose a resolution within 15 business days. If more time is needed, we will inform you of the reasons and provide an updated timeline.
Urgent Complaints: We strive to contact you with a proposed resolution as soon as possible, aiming for implementation within 2 business days. Once a resolution is agreed upon, we will implement it within 10 business days unless otherwise arranged or if pending actions are required from you.
Escalation: If you are dissatisfied with the proposed resolution or the handling of your complaint, you may request an escalation. Your complaint will then be reviewed by a senior staff member or
Complaints Manager:
Escalation Response: Within 5 business days.
Urgent Upgrade Requests: Response within 2 business days.
We will also inform you about external dispute resolution options, such as the Telecommunications Industry Ombudsman (TIO).
Monitoring and Updates: We will keep you informed about the progress of your complaint. You can also contact us at any time for updates using your reference number.
Closure: A complaint is considered resolved when:
You agree to the resolution.
We have taken all reasonable steps to address the issue, and you have been informed of the outcome.
If we are unable to contact you after reasonable attempts, we may close the complaint, but you can reopen it upon re-establishing contact.
External Review
If you are not satisfied with our handling of your complaint, you may seek assistance from the Telecommunications Industry Ombudsman:
Phone: 1800 062 058
Website: tio.com.au
At Localpref, we value your feedback as it helps us improve our services. We are committed to resolving your concerns promptly and effectively.