In the 20 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.

In order to deal with any other issue, we have implimented a Complaint Handling Process which is free of charge, focused on you and easy to use, is approved by and under the direction of our senior management as required by CA C628:2002.

Complaint Handling Process

Step One - Contact Customer Service

Service Enquries

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 five (5) business days so as to give us a reasonable opportunity to address your issue.

Service Faults

If a fault is lodged for your service with an upstream carrier, you must wait for the resolution of this fault or ten (10) business days (which ever occurs first) before you may escalate your issue to a Complaint so as to give us a reasonable opportunity to address your issue.

Urgent Issues

In the event you have an urgent issue which requires immediate resolution, you may lodge a Complaint at any time earlier setting out the proper grounds as to why your Complaint ought to be treated as urgent. The urgency of your Complaint will be assessed on the basis of relevant legislation, industry codes, industry norms and processes, the type of service you have purchased, what can practically be done quicker and what is fair and reasonable.

Step Two - Escalate to Complaint

Lodging a Complaint

You must lodge your Complaint, in writing, by email to complaints@beagle.com.au.

In the event that you do not have access to email, you may lodge your complaint in writing by letter or fax.

Lodging complaints in writing makes tracking correspondance easier for all parties and is therefore the preferred method to facilitate a transparent and comprehensively consumer focused outcome.

In the event you are unable as a result of issues related to accessibility, you may lodge a complaint by telephone.

In order to comply with our record keeping obligations under C628:2012 part 8, if you lodge a complaint by telephone, your telephone call must be recorded. In the event you refuse for your telephone call to be recorded, you will be asked to instead lodge your complaint in writing.

Included in your complaint must be the following information:

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

You should ensure the particulars of your complaint are succinct.

If you are acting on behalf of a customer, your Complaint will not be accepted unless the Complaint is accompanied by a completed Appointment of Authorised Representitive form.

Acknowledgement of a Complaint

We will acknowledge your complaint within two (2) business days of the receipt of the complaint. At the time of the acknowledgement, we:

• Will allocate you a unique complaint reference number;
• 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. As part of the Complaint, you will be advised how you can monitor the progress of the Complaint.

Step Three - Resolution

A resolution on your complaint will be provided within ten (10) business days from the date of complaint lodgment. If your complaint is related to a fault with an upstream carrier, the resolution time may take longer, such as up to an additional ten (10) working days. If this is the case, we will advise you accordingly including any relevant additional information we are required to by law such as external avenues for dispute resolution.

Step Four - External Dispute Resolution

If you are dissatisfied with your resolution or there has been undue delay in providing you with a resolution, you may seek to resolution of the dispute via external means such as lodging a claim in the Local Court or lodging a complaint with the Telecommunications Industry Ombudsman (TIO).

The Telecommunications Industry Ombudsman (TIO) is a private company that makes money through providing an alternate dispute resolution service. In 2017, they made a profit of $9.258M by providing their mediation service. It is authorised by law to request private information about consumers from carriage service providers. It is not a government organisation and has no power to direct infrastructure providers such as Telstra or NBN to perform any act such as repair lines or upgrade exchanges, base stations, backhaul or other infrastructure. Information on the jurisdiction for dispute resolution can be read here >>.

You are required by law to make a reasonable attempt to resolve your complaint with us prior to lodging a complaint.

As required by law, the TIO will refuse to accept a complaint and you will be referred back to us if you have not followed or in any way attempted to circumvent our complaints handling process and therefore not give us a reasonable opportunity to resolve your complaint.

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.

Examples of behavior which will result in forfeiture are respectively:

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