Complaints Handling Policy

1. Complaints at a glance

2. How to make a complaint

In this policy, "In2Digital", "we" and "us" mean New Tech Digital Pty Ltd (ABN 38 643 245 247), trading as In2Digital Communications. You can complain about any of our services: phone and NBN services, managed IT and cyber security, Microsoft 365, Google Workspace, websites, hosting and domains, AI agents, hardware and projects. We use the same process for all of them. It follows the Telecommunications (Consumer Complaints Handling) Industry Standard 2018.

You can use any of these contacts to make a complaint. You can also use them to check on a complaint you've already made.

It helps if you tell us:

• your name, your business name (if any) and the best way to contact you
• which service the complaint is about
• what went wrong, and when
• what you would like us to do to put it right.

Don't worry if you don't have all of this. Tell us what you can and we'll work out the rest with you.

3. Help to make a complaint

• Not sure if it's a complaint? If you tell us you're unhappy and we're not sure whether you want to make a complaint, we'll ask you.
• We'll help you. We'll help you make your complaint and follow it through. This includes people with a disability or accessibility needs, people whose first language isn't English, and people who have applied for, or are getting, payment assistance.
• Interpreters. If you need an interpreter, call the Translating and Interpreting Service (TIS National) on 131 450 and ask them to call us on 03 9114 2268. You can also ask someone you trust to contact us for you.
• Hearing or speech impairment. Contact us through the National Relay Service and ask for 03 9114 2268.
• Someone to act for you. You can nominate a representative to make and handle your complaint for you. This could be a family member, friend, advocate, financial counsellor or other authorised representative. Tell us who they are. Before we discuss your account with them, we'll check with you that you're happy for them to act for you.
• Another format. Ask us and we'll email this policy to you, post you a printed copy, or talk you through it on the phone.

4. What happens next

We try to fix the problem the first time you contact us. If we can't, these are the steps we follow.

1. We acknowledge your complaint. We confirm we've received it and give you a unique reference number. If you speak with one of our people by phone or in person, we do this straight away. If you leave a message with our AI receptionist, email, write, use our form or the Portal, or send a message we reply to later, we do it within 2 working days. To check progress, contact us in any of the ways above and quote your reference number.
2. We assess it. We work out what the complaint is about, whether it's urgent (see Urgent complaints) and what you'd like us to do. We may ask you for more information.
3. We investigate. We look into it as far as the seriousness of the complaint needs. This can mean checking our records and asking our suppliers or the network operator for information.
4. We propose a resolution. Within 10 working days of receiving your complaint, we tell you what we propose to do. For an urgent complaint, we do this within 2 working days. We aim for a fix that deals with the main cause of your complaint and suits your circumstances. If you ask, we confirm the proposed resolution in writing within 5 working days of your request.
5. You decide. Tell us whether you accept the proposed resolution. If you don't, tell us why. We can look at it again, you can ask us to escalate it (see Priority and escalation), or you can go to the TIO (see If you're not satisfied).
6. We put the fix in place. We complete the actions we agreed within 5 working days of you accepting the resolution, unless we agree a different time with you, or the fix depends on something you agreed to do. Urgent complaints are faster (see Urgent complaints).
7. We confirm it in writing. Within 5 working days after we finish our investigation, we confirm in writing that your complaint has been resolved.
8. We close your complaint. We only close a complaint with your agreement, or in the two cases below.

Billing errors

If your complaint is about a billing error, we resolve it within 30 calendar days, or by the end of the billing period after your current one, whichever comes first.

If we can't reach you

If we try to contact you at least 5 times, each on a different day, over no more than 10 days, and can't reach you, we'll write to you. We'll list the attempts we made and invite you to contact us within a set time of at least 10 working days. If you don't, we may close your complaint.

If we can't do any more

Very rarely, after careful consideration and escalation, we may decide we can do nothing more to resolve a complaint and that the complaint is frivolous or vexatious. If that happens, we'll tell you our reasons and give you the TIO's details within 5 working days.

No legal action while we deal with it

We won't start legal action against you about the same matter while we're handling your complaint, for 7 working days after we tell you the outcome, or while the TIO is investigating it.

"Working days" means Monday to Friday, not counting public holidays where your premises or principal place of business is.

5. Urgent complaints

A complaint is urgent if:

• you have applied for, or have, a payment assistance arrangement with us, and the problem you're complaining about is making your financial hardship worse
• your service is about to be disconnected, or has been disconnected, and we haven't followed the proper process
• you are affected by domestic or family violence and tell us there is a threat to your safety or your children's safety.

Please tell us if you think your complaint is urgent. We deal with urgent complaints before other complaints. Within 2 working days of receiving an urgent complaint, we propose a resolution and, if you accept it, put it in place.

For outages that put someone's safety or health at risk, see Urgent outage complaints.

6. If there's a delay

• If we can't meet a timeframe on this page, we'll tell you as soon as we know. We'll explain the reason and give you a new timeframe.
• If the delay will be more than 10 working days past the original timeframe, we'll also give you the TIO's contact details.
• If your complaint isn't resolved within 30 calendar days of us receiving it, we'll give you the TIO's details on the next working day, if we haven't already.

7. Priority and escalation

How we prioritise complaints

We deal with urgent complaints first. Next come complaints about a service that isn't working. Then we deal with other complaints in the order we receive them.

Asking for priority or escalation

In2Digital is a small, owner-led business. Our director is responsible for complaints handling. You can ask us to escalate your complaint, or to treat it as urgent, at any time. For example, you might be unhappy with how long it's taking, with our progress or with the resolution we've proposed.

• Within 24 hours of you telling us, we'll explain how we prioritise and escalate complaints, and give you the TIO's contact details.
• Within 5 working days of your request, we'll assess it and prioritise or escalate your complaint where appropriate.

How we manage escalated complaints

Our director reviews every escalated complaint personally. They look at it again from the start, check what has been done so far, talk with you about it, and tell you the outcome and what you can do next, including going to the TIO.

8. If you're not satisfied

If you are not satisfied with how we have handled your complaint, you have a right to take it to the Telecommunications Industry Ombudsman, which is a free and independent service.

The TIO deals with complaints about phone and internet services. You can go to the TIO once we have had a reasonable chance to resolve your complaint.

• Website: www.tio.com.au
• Phone: 1800 062 058

We will not cancel your service just because you took your complaint to the TIO.

Complaints about our other services

For complaints about services that aren't phone or internet services, you can also contact Consumer Affairs Victoria (consumer.vic.gov.au), the ACCC (accc.gov.au) or, for small business disputes, the Victorian Small Business Commission (vsbc.vic.gov.au). For privacy complaints, see the privacy complaints section of our Privacy Policy.

9. Network outages

This is our process for reporting, and complaining about, network outages that affect our phone and NBN services. Reporting an outage or making an outage complaint is free. You can nominate a representative to do it for you.

How to report an outage or ask about one

• Phone 03 9114 2268, Monday to Friday, 9am to 5pm Melbourne time.
• Email [email protected]. Please put "Outage" in the subject.
• Use our contact form or raise a request in the client Portal.
• Message us on WhatsApp.
• Through the National Relay Service, asking for 03 9114 2268.

You can use any of these contacts to report a service outage, or to ask about a network outage. If your own phone or internet service is down, use a mobile phone or another internet connection to contact us. If you can't get through on our phone number, email us or message us on WhatsApp.

What we may ask you

To work out what's wrong, we may ask for:

• the service that isn't working (the phone number or the service address)
• when it stopped working
• what you've already tried, such as checking the power and restarting your modem or router
• which lights are showing on your modem or NBN equipment
• whether the outage puts anyone's safety or health at risk.

What we do

1. We check whether a network outage is the cause. We look for outage notices from the network operator and our suppliers, and test your service where we can. We try to do this while we're talking with you.
2. We confirm it's a network outage complaint. If a network outage is affecting, or is likely to affect, your service, we treat your report as a network outage complaint. We tell you this and give you a unique reference number. Quote it using any of our contacts to check progress. We also send you a link to this page by email, which you can read on a mobile, or tell you how to find it.
3. We restore your service. The default resolution for a network outage complaint is to restore your access to the affected service. We do everything within our control to restore it as soon as practicable. Most network repairs are carried out by the network operator, such as NBN Co, and we follow them up for you.
4. We keep you updated. See How we keep you informed during an outage.
5. We tell you when it's back. When the network operator tells us the service has been restored, we let you know. We then email you to confirm how to make a complaint if you're not satisfied with the outcome, what to do if your service still isn't working, how to ask us for more help, and the details of any offer we're making to affected customers, if there is one.
6. We close the outage complaint. We don't close it until at least 3 working days after we send that email, unless you tell us your service is working again.

If there is no network outage, we help you find and fix the fault. If you want us to treat your report as a complaint, tell us and we'll handle it under the steps in What happens next.

Urgent outage complaints

Tell us if an outage puts someone's personal safety at risk, or creates a serious health risk. We treat that as an urgent network outage complaint.

• We'll make all reasonable efforts to help you stay connected during the outage. Where possible, this could mean redirecting calls for your business numbers to a mobile, or using our phone app over a mobile connection.
• Within 2 calendar days after we tell you the service is back, we'll check with you that it's working.
• If it isn't, we'll take steps to restore it within 2 working days of hearing from you.
• We won't close an urgent outage complaint until your service is restored.

How we keep you informed during an outage

• We tell you about planned maintenance in advance where we can.
• During a network outage affecting your service, we keep you updated by email and through the client Portal. We tell you what is affected, the cause if we know it, and when the service is expected to be back.
• We send an update when we get new information from the network operator, and at least once each working day until your service is back. We tell you when the service has been restored.

If you're not satisfied with the outcome

If restoring your service doesn't settle things, for example you'd like us to consider a credit for the time your service wasn't working, make a complaint using any of the contacts above. We'll handle it under the steps in What happens next and link it to your outage reference number. You can also go to the TIO (see If you're not satisfied).

Natural disasters

If an outage is caused mainly by a natural disaster, the outage complaint steps above don't apply. We'll still help you restore your service, and you can still make a complaint under the steps in What happens next.

10. Other help

• Trouble paying? See our Payment Assistance Policy. Making a complaint won't stop you agreeing to a payment assistance arrangement.
• Domestic and family violence. If you are affected by domestic, family or sexual violence, our domestic and family violence support page explains the safe ways to contact us and where to get support.
• Privacy. Our Privacy Policy explains how we handle personal information, including the information you give us about a complaint.
• Our terms. Our Terms and Conditions also cover complaints.

This policy is free. Ask us and we will email it to you, post a printed copy or talk you through it.