Complaints

 

Our complaints handling policy demonstrates how the Yatango Mobile network deals with member complaints and enquiries. This complaints policy has been developed in accordance with the Telecommunication Consumer Protections Code C628:2012

This document will explain:

Purpose of the Policy

At Yatango Mobile, we want everyone to be happy with the service they are receiving, we will acknowledge all member complaints within one business day. We promise to respond to all complaints and work to improve in any areas which members are unhappy with. We will monitor improvements and ask for feedback to reduce the risk of future issues in similar areas. No complaints will be ignored no matter how small they may be. We aim to treat everyone with the respect they deserve and understand that listening to members can help our business grow.

Our Commitment

We are committed to investigating and resolving all complaints as soon as possible. We want our members to know we are here for them and trust that we will resolve problems as fast as possible. We have a dedicated team who specialise in handling these complaints, so that all members are being looked after. All complaints/ideas are valued by Yatango Mobile, we will solve all issues raised so that it is not only resolved for the member who has complained, but for all current and future members. We want to understand our members and believe complaints are valuable points which we need to improve on, to be the best we can be in all areas of our business.

Raising a Complaints

If you have a complaint you would like to raise in regards to Yatango Mobile, please message one of our agents directly through our support community or email us on support@yatangomobile.com.au.

We will do our best to help resolve any issues, if your problem is on a scale larger than our capabilities, you can contact the Telecommunications Industry Ombudsman or the Department of Fair Trading or the Department of Consumer Affairs.

Noticing Complaints

All complaints will be acknowledged via email within one business day. This email will provide you with a reference number which you can use when contacting us regarding your complaint. Some complaints may be a little more complicated, in this event we will keep you in the loop throughout the investigation process and let you know how long it should take to resolve.

Handling Complaints

We will do everything we can to solve all problems within one business day, in some cases this may not be possible. Some problems are too big to solve instantly and may require a search through old records. We will investigate the issue and then do our best to resolve your problem in a timely manner. Complaints about charges should be reasonable and should be agreed as an issue by both parties. In cases like this, we will get back to you within 15 working days and notify you of any progress made throughout this time.

If you are not happy with how your enquiry has been handled in relation to the end result or the time scale, or if you wish to request that your enquiry be recognised as urgent, contact us through our Support Network; support@yatangomobile.com.au. Please be aware that we may need time to resolve an issue and that our team will try their best to achieve as soon as possible.

All complaints are prioritised and managed in ways which we see appropriate, no issues will be ignored or viewed as unimportant.

Urgent Complaints

Complaints regarding finance or loss of a service are of high importance. These problems will be treated as a matter of urgency as they have a direct effect on a customer’s phone usage.

Monitoring Complaints

We value our members and want YOU to be happy! All complaints are recorded and reviewed on a regular basis so that we can improve and address any reoccurring areas of concern. We will continue to make improvements to our business and strive to consistently offer a better Yatango Mobile Experience.

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