Complaints Handling Process

You can make a complaint using any of the following methods:

If you need help to make or progress a complaint, tell us. We will provide reasonable assistance, including for customers with accessibility requirements, disability, language needs, payment difficulty or safety concerns.

We will give your complaint a unique reference and tell you how to contact us about it.

• Complaints made by phone or through a real-time support channel will be acknowledged immediately.
• Complaints received by email, an online form or post will be acknowledged within 2 working days.

We will make best efforts to resolve your complaint when you first contact us. If that is not possible, we will investigate it and keep you informed.

If we reasonably expect that we cannot meet a required timeframe, we will tell you as soon as possible, explain the reason for the delay and give you a new expected timeframe. Where required, we will also tell you about your right to contact the Telecommunications Industry Ombudsman.

We will treat a complaint as urgent where the applicable complaints rules require us to do so. This includes circumstances such as:

• you have applied for or entered into a payment assistance arrangement and the complaint concerns an issue that may worsen your financial situation;
• the complaint relates to a Priority Assistance service;
• your service is about to be disconnected, or has been disconnected, without the required process being followed; or
• you identify that you are, or may be, experiencing domestic, family or sexual violence and indicate a threat to your safety or the safety of your children.

If there is an immediate threat to life or safety, call Triple Zero (000).

You can ask us to escalate or prioritise your complaint if you are dissatisfied with its progress or outcome, believe it should be treated as urgent, or want to know what other options are available.

We will explain our internal escalation and prioritisation process and your right to contact the Telecommunications Industry Ombudsman within 24 hours of that request. If you ask us to escalate or prioritise the complaint, we will assess the request within 5 working days and follow the appropriate process.

We ask that you give Miyzon a reasonable opportunity to resolve your complaint first.

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

If you are deaf, hard of hearing or have a speech impairment, you can contact Miyzon through the National Relay Service using your preferred NRS channel and ask to be connected to 1300 064 151.

See our Accessibility & Communication Support page for more information.

If you need an interpreter, tell us when you contact us and we will work with you to use an appropriate interpreting service.

If we need to contact you to progress a complaint and cannot reach you, we will make the contact attempts required by the complaints rules before treating you as uncontactable.

This generally means at least 5 separate contact attempts on different calendar days, completed within no more than 10 calendar days. If those attempts are unsuccessful, we will write to you with details of the attempts and explain how long you have to contact us before we take the next step.

Miyzon keeps complaint records required by applicable telecommunications rules. We use complaint information to identify recurring issues and improve our products, processes and customer support.

Our complaints handling process is reviewed regularly and will be updated where required by law or where we identify a better way to support customers.