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Complaint Handling Policy

In the 6 years we've been operating, we're yet to find any issue that can not be readily resolved by appropriately engaging with our processes. We both want the same thing, for you to be a happy customer.

Step One - Contact Customer Service

You must first contact our customer service staff by either telephone or by email in order to resolve your issue. If your issue is not related to a fault lodged with an upstream carrier, you may escalate the issue to a complaint if it has not been resolved within seven (7) working days.

If a fault is lodged for your service with an upstream carrier, you must wait for the resolution of this fault or thirty (30) business days (which ever occurs first) before you may escalate your issue to a complaint.

Step Two - Escalate to Complaint

You must lodge your complaint, in writing, by email to complaints@beagle.com.au. Included in your complaint must be the following information:

• Your customer number
• Your name
• Particulars of the complaint including dates of any correspondence with staff
• Particulars of what steps you have taken to resolve the issue yourself in conjunction with our assistance

If you are acting on behalf of a customer, your complaint will not be accepted unless the complaint is accompanied by a copy of a Power of Attorney or a signed statutory declaration with an official seal of a justice of the peace, solicitor or police station authorising you to act on their behalf.

If any mandatory information is not included, your complaint will be dismissed.

Your complaint will be acknowledged within three (3) business days of receipt.

At the time of the acknowledgement, we:

• Reserve the right to reject your complaint if it is trivial or vexatious;
• Reserve the right to charge appropriate fees for making a complaint where the investigation process is onerous and the levy of a charge is justified. Should the complaint be found in favour of the customer, the charge levied will be refunded. You will be informed in advance prior to any charges being accrued or billed;

The particulars of your complaint will be discussed with you in writing by email, and where necessary, by telephone contact, which will at all times be recorded.

A determination on your complaint will be provided within thirty (30) business days from the date of complaint lodgment. If your complaint is related to a fault with an upstream carrier, the resolution time will be communicated to you within (30) days and an extension based to the final resolution date will be added based upon the nominated fault resolution date.

Step Three - Final Resolution

If after a total of thirty three (33) business days have elapsed since you initially lodged your complaint in step two, you may request a final resolution by requesting this in writing to the Customer Service Manager. A final resolution will be provided to you within three (3) business days.

Step Four - Escalation to Ombudsman

If after receiving a final resolution or a total of thirty six (36) business days has passed since your complaint was lodged, you may escalate your claim to the Telecommunications Industry Ombudsman (TIO).

As required by law, our complaints resolution process is lodged with the TIO, and your complaint will be rejected by the TIO and you will be referred back to us if you have not followed or in any way attempted to circumvent our complaints handling process.

Forfeit of complaint

Any customer forefeits their right to have their complaint heard if, during the resolution process they:

• Comport themselves in a harassing, rude, aggresive, arrogant or threatening manner.
• Refuse to perform one or more tasks required by Beagle Internet to resolve their issue.
• Propose, demand, assert or poport unreasonable, grossly inaccurate or highly improbably statements or resolutions.

• Use of profanity in communication with staff.
• Refusal to perform an isolation test.
• Asserting that your download quota was consumed by aliens.