Complaint Handling Policy
eSIM Australia seeks to maintain and enhance our reputation of providing you with high-quality products and services. We value complaints as they assist us to improve our products, services and customer service. eSIM Australia is dedicated to promptly addressing your issue and to being sensitive to the requirements and worries of our customers.
The complaints procedure is overseen by a senior manager who is responsible for ensuring that it operates effectively and efficiently in compliance with the Complaints Standard. The complaints process is focused on your needs and expectations and is designed to be easy to understand.
Customers can file complaints using any of the communication methods listed at https://www.esim.com.au/contact-us/. If your complaint is received over the phone, we will immediately verify it and give you a reference number. If you file a complaint through any other channels, including email, internet, fax, or postal mail you will receive a response and a reference number within the same working days of receipt of your complaint by eSIM Australia.
In extreme cases, where a resolution isn’t possible within the above timeframe, we’ll advise you of the expected timeframe for a resolution, (where possible) and the reasons why the resolution has been delayed as well as your options for external dispute resolution. Once you have agreed to the proposed resolution, we will take steps to implement the agreed resolution within 2 days unless you agree otherwise, or you have not done something that we require you to do in order to proceed with implementing the agreed resolution.
We will provide you with a Complaint Registration Number (CRN) once your complaint has been filed. To enable us to access a thorough record of your complaint, save this number and use it whenever you need to contact us again or want an update on the status of your complaint.
We’ll systematically record each complaint, and retain them for two years:
- The name and contact details of the consumer making the complaint, and their representative where applicable;
- A unique reference number or such other measure that will ensure the carriage service provider can subsequently identify the complaint and its subject matter;
- A description of the nature of the complaint and the issues that rose as part of the complaint;
- A description of the resolution proposed by the carriage service provider or the consumer;
- The due date for a response;
- A description of the results of any investigation;
- A description of the proposed resolution of the complaint, including any associated commitments and the date this is communicated to the consumer and a description of our reasons for its proposed resolution.