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TIO 来信
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Dear Jerry
Thank you for your email to the Telecommunications Industry Ombudsman (TIO) on 11 March 2010. The TIO reference number for your complaint is 10/063185.
You have told us that you have a complaint with 3 about a credit management issue with a mobile service. You have also told us that you are disputing $5889.22 in charges.
What to do about your complaint
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To continue the complaint process, please take these steps:
1. Call 3's Resolution Team on to 1300 550 099. This team is a resolution department at 3 which receives referrals from the TIO. It is a standard part of our process to give a company another opportunity to resolve a complaint directly with its customer. In our experience, most complaints are resolved through this process of direct referral.
2. Tell 3's Resolution Team that the TIO referred you and explain your complaint. 3 has 10 working days to resolve your complaint directly with you from the date you call its resolution department.
3. If you are disputing charges on a bill, please ask 3 to put this part of your bill on hold (be sure to explain what and how much is in dispute). 3 cannot ask you to pay these charges until your complaint is resolved, so please contact the TIO again if credit management action continues. However, please organise to pay the rest of your bills, because 3 can ask you to pay non-disputed charges.
4. Contact the TIO again about your complaint if you cannot resolve it directly with 3 after this referral - see next section for instructions. If you do not contact the TIO again, we will assume that your complaint has been resolved.
If you need to contact the TIO again
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As stated above, 3 has 10 working days to resolve your complaint directly with you. If the complaint is not resolved within that time you can call us on 1800 062 058 or complete this website form: http://www.tio.com.au/ComplaintForm/ComplaintFormS3b.asp.
Please be ready to answer these questions:
1. Did you contact 3's Resolution Team after the TIO referred you? (If you tried but could not contact it, please explain your attempts to do this.)
2. How did 3 respond to your complaint after the TIO's referral?
3. Do you believe your complaint is still not resolved? If not, why?
4. What resolution do you think would be fair and reasonable?
5. If you are disputing a bill, how much is in dispute?
6. Are you the account holder? If you are acting on behalf of another person, please arrange for them to complete and return this form: http://www.tio.com.au/publicatio ... sation3rdParty.pdf.
More information
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The TIO uses alternative dispute resolution (ADR) to resolve complaints. ADR is successful when everyone is committed to working with each other to resolve a complaint. It is very important that everyone listens to each other's point of view with respect, and is prepared to compromise when this seems reasonable. For more information about how we handle complaints, see http://www.tio.com.au/FAQ/ADR.HTM.
In addition, the issues you have raised in your complaint are discussed in the TIO's position statement, ‘Unlimited Credit – financial over-commitment’. You can read about how we approach this type of complaint at http://www.tio.com.au/policies/B ... ver-Commitment.htm.
Yours sincerely
Shaun Perkins
Enquiry Officer
Telecommunications Industry Ombudsman
[ 本帖最后由 jerrymelb 于 2010-3-16 10:39 编辑 ] |
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