Complaints Procedure
Background
Part of Silver Telecom’s commitment to our customers is to continuously improve the standard of service we provide. If we have not met your expectations, or if we have let you down in any way, please let us know and we will work to resolve the problem. Our aim is to resolve all problems or complaints at the first point of contact wherever possible.
Complaint handling process
Silver Telecom customers have access to a formal complaint management process and can expect to be kept informed of proposed actions, expected timeframes, progress and outcome of their complaint. The formal complaint management process is outlined as follows:
Step 1
If you wish to contact us about our service, you may do so by one of the following options:
Email: using the form on the Contact Us page
Phone: 1300 790 932
Fax: (07) 5657 5244
Mail: Silver Telecom Pty Ltd
PO Box 162
Bond University
QLD 4229
Step 2
If you have contacted us and we have not resolved the problem, you can let us know that you are not satisfied, by talking to our Client Services Manager on 1300 790 932
Step 3
If after contacting our Client Services Manager you remain dissatisfied, you may seek an independent external review by contacting the Telecommunications Industry Ombudsman, or seek independent legal advice.
If your concern involves a carrier licence or regulatory issue, you can contact the Australian Communications and Media Authority.
If you have a problem which we are not yet aware of, you can click here to contact us.