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Complaint Handling Process

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Complaint Handling Process

Our principles:

You have a right to complain, and if you do we will deal with your complaint in a fair, efficient, objective manner and through a transparent process.

We strive to solve any problems you may have during your first contact with us.

Our complaint handling process complies with the requirements of the Telecommunications Consumer Protections Code C628:2012 (TCP Code) and responsibility for compliance with the process lies with our Chief Executive Officer.

 

ここにはお客様のお問い合わせやクレームに対する対応手順がまとめてあります。

現在のユーザー様、過去のユーザー様、または弊社スタッフに弊社の対応手順を理解していただくことを目的としています。

お客様からのご意見/クレームに対しては誠意をもって対応させていただきます。お互いに歩み寄れる解決策を敏速にご提案し、お客様に安心して弊社のサービスを継続して利用していただくことが目的です。

 

Free of charge:

We will not charge you for dealing with your complaint in most instances, and we will never charge you without telling you first.

We may charge you to recover our costs in very specific circumstances only, i.e. we may charge you where you request information that was collected more than two years ago or where you request information that is not free of charge as per our Standard Form Customer Contract or our Critical Information Summary.

If cost recovery charges apply, we will tell you before charging you (and you may of course choose not to pay and discontinue your complaint) and we will inform you about your options for external dispute resolution, e.g. the Telecommunications Industry Ombudsman (TIO).

 



How to make a complaint?

If you wish to complain, please contact us:

Call from From Japan: 日本国内からトラトラに電話:050-6864-7099
Call from Within Aus: オーストラリア国内から電話:02-9286-3774

if emailing is your way of contacting us http://mobile.tora-tora.net/contact/

you can fax us at 0011-61-2-9286-3974

please send us your mail to
suite 401 level4 303 pitt st. sydney 200 nsw Australia

by person in our store:  we are open mon-fri 9:30-18:00 / sat 11:00-16:00 / sun&public holiday: closed



If you are calling us from a landline, your call is BILLED AT A LOCAL RATE.

Note that calling us from a mobile may be more expensive.

We will help you formulating, lodging and progressing your complaint if you request this.

Of course you can appoint an authorised representative or advocate to make a complaint on your behalf. For help with how to appoint an authorised representative, please go to

http://mobile.tora-tora.net/representative/

何らかの理由でご契約者様がご意見を申請できない場合、第三者の方に代行していただくことが可能です。詳しくは、代行者の認定をご確認ください。http://mobile.tora-tora.net/representative/

 

What we will do:

Acknowledge…

We will acknowledge your complaint immediately if you complained in person or talked to us over the phone, and within 2 working days if you have lodged your complaint through any other channel including where you left a message on our answering machine (e.g. outside our office hours).

When we acknowledge your complaint we will give you a unique reference number or similar to enable you to easily follow up on your complaint. We will also give you an indicative timeframe for resolving your complaint. You can follow up on your complaint by calling 02-9286-3774 and ask for complain staff for direct access.

弊社から解決策をご提案させていただいた場合、お客様が解決策にご同意いただかない限り、解決策は適用されません。または、お客様から解決策をご提案いただいた場合、弊社がその解決策を了承するまで、解決策を適用していないものとします。

弊社からご提案させていただいた解決策に客様がご同意いただいた場合、敏速に解決策を適用させていただきます。

 

…And Solve

Our goal is to always fix your problem during your first contact with us.

Sometimes this is not possible and we need to investigate the matter. We will then agree with you on how to fix your problem (this may include waiving of fees or other commercial solutions) and advise you accordingly within 15 working days of receiving your complaint. We will advise you in writing if you request this.

Occasionally it may take longer than 15 working days to investigate your problem and in this case we will explain why and give you a new expected timeframe.

If the delay is more than 10 working days (and is not the result of a Mass Service Disruption) we will also inform you about your options for external dispute resolution such as the TIO.

Once we agreed on how to fix your problem, we will implement all actions required to fix the issue within 10 working days, unless you agreed otherwise or unless you have not done something that we needed you to do and we cannot proceed because of this.

 

解決策の適用は、お客様の同意を確認してから10日以内に適用致します。

ただし、解決策を適用する過程でお客様のご協力などが得られない場合など、適応に10日以上かかることがあります。

例:お客様から機材の返却後に解決策を適用する場合など。

 

What if your complaint is urgent?

Your complaint will be treated as urgent

  • if you have applied for being in financial hardship under our Financial Hardship Policy and the issue you are complaining about directly contributes to the Financial Hardship you are experiencing, or
  • if your service has been disconnected or is about to be disconnected and due process has not been followed, or
  • if you are receiving Priority Assistance (e.g. because of a severe medical condition) for the service you are complaining about.

In this case we will agree with you on how to address the issue and implement all required actions to fix the issue within 2 working days. If there is a delay, we will explain why, provide you with a new expected timeframe, and if it is a longer delay also inform you about your options for external dispute resolution such as the TIO.

 

店頭やお電話にてご意見をいただいた場合、その場でクレームを受理したものとする。

メールや手紙、ファックスなどの場合、弊社に到着後48時間以内に受理したものとする。

ご意見を受理した時点で弊社からお客様に、以下の詳細をご連絡致します。

–       お問い合わせ内容の確認

–       解決策のご提案までの日数

–       ご意見/クレームに対する弊社の対応手順情報のご提供

多くのケースではお客様のご意見に対して即日回答による解決策で対応させていただきます。場合よっては、お客様に追加資料の提供、追加情報の調査が必要になります。

 

If you are unhappy with our efforts:

If you tell us that you are not satisfied with the complaint timeframes, its progress or the outcome or if you tell us your complaint ought to be treated as urgent, we will escalate your complaint internally. If you are still dissatisfied, we will inform you about your options for external dispute resolution such as the TIO.

We will never cancel your service only because you have contacted an external dispute resolution scheme.

 

お客様からのご意見に関しては弊社が定める優先順位にそって対応させていただきます。

a早急に対応が必要なケースは最優先

b出国を控えているお客様、事故や事件にまきこかれたお客様、健康状態が不安定なお客様を優先的に対応致します。

c解決策のご提案が遅延しているお客様を優先的に対応致します。

もしお客様が優先されるべき状態にある場合、スタッフまでお申し出ください。

対応中に関しては、お支払いなどの徴収作業は停止致します。解決策と平行して月額をお支払いいただくことはありません。

 

Telecommunications Industry Ombudsman (TIO)

We encourage you to always contact us first if you experience any problem or are unhappy. We will do our best to solve your problem during our first contact.

You can contact the TIO as follows:

Phone: 1 800 062 058

Fax: 1 800 630 614

Online: http://www.tio.com.au/making-a-complaint

The services of the TIO are free of charge.