It is Axiom Networking Solutions’ policy to
- receive complaints by telephone, email, facsimile, or letter
- resolve our client’s complaint as soon as reasonably possible
- deal with our client’s complaints professionally, efficiently and fairly
- keep our clients advised of progress or changes
- discuss with our client any cost that may be associated prior to undertaking
any action
- provide reasons for all of our decisions
- learn from our clients’ feedback and improve Axiom Networking Solutions’
service and product delivery
- treat all customers with courtesy and respect
- respect confidentiality within the constraints of the need to fully
investigate the complaint
Introduction & Definition of a Complaint
Axiom Networking Solutions aims to provide all its customers with a high
standard of service, including the handling of complaints, and our staff will
endeavour to respond to any enquiry or complaint with efficiency, courtesy and
fairness.
A complaint is defined as any contact made by a customer or potential customer
with the Axiom Networking Solutions, the purpose of which is to express
dissatisfaction.
Feedback is encouraged and these responses are an important part of the
continuous improvement of the quality of our service, product delivery and
administrative processes.
How to Register a Complaint
Clients can register a complaint in person, by telephone or in writing.
Complaints, which are made anonymously, will be considered carefully and action
taken where it is deemed appropriate.
Please contact us via the following methods:
- Website: www.axiom1.com.au using our Online
Enquiry form
- Toll-free Customer Service Phone: 1300 30 49 48
- Fax: 07 5541 0365
- Letter: Axiom Networking Solutions prefers to deal with complaints and
enquires by the above methods as this usually allows a quicker resolution.
However, if you wish to lodge a letter, you can forward your correspondence to
Axiom Networking Solutions
PO Box 334
JIMBOOMBA QLD 4080
If Axiom Networking
Solutions receives an enquiry or complaint by letter, fax or Email, a written
acknowledgement will be sent to the customer on the day of receipt. The
enquiry or complaint will then be dealt with using the same urgency as the other
forms of registration.
Responsibilities of Axiom Networking Solutions
Staff at Axiom Networking Solutions are responsible for responding appropriately
to complaints and grievances and managing the resolution process. They are also
responsible for ensuring that everyone involved in the resolution process
understands their rights and responsibilities in relation to this policy.
In particular, staff has a responsibility to handle complaints and grievances in
good faith, cooperate in any investigation and assist the complainant in
reaching a satisfactory solution.
Axiom Networking Solutions complaint handling process
1. When Axiom Networking Solutions receives a written complaint the
correspondence will be registered, any relevant details logged, and immediately
assigned to the Manager to arrange investigation, action and resolution.
2. The complaint will be acknowledged, in writing if appropriate. The
acknowledgement letter will indicate that the matter is being investigated and
with an estimate of when the complainant can expect a follow-up reply.
3. A complaint will be investigated immediately, with a resolution
or an interim response given within five working days, unless otherwise
discussed with the complainant. The complainant will be kept informed of the
progress of the matter.
The problem will be looked into in detail and the source identified. If there is
a fault, it will be remedied.
4. The client will be contacted when the investigation has been
completed and our findings will be reported. We will inform the client of what
action is being taken to remedy the situation.
5. We will follow up on the complaint resolution by finding out
whether the client is satisfied with the way in which the complaint was handled.
To help Axiom Networking Solutions respond to your complaint, it is your
responsibility
- to clearly identify the issues of complaint and to provide any relevant
supporting information and documents
- where possible, to let us know what kind of result or outcome you are hoping
to receive
- to advise us promptly if recent circumstances change your need for a complaint
to be assessed
- to treat all Axiom Networking Solutions’ staff with courtesy and respect
