A summary of our complaint handling policy & procedure

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:

E-mail: feedback@axiom1.net

Website: www.axiom1.com.au using our on-line feedback form (under construction)

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.
4. The problem will be looked into in detail and the source identified.  If there is a fault, it will be remedied.
5. 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.
6. 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