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Complaints Procedure

Eftel has developed a formal complaints procedure to help customers resolve legitimate disputes in an efficient and satisfactory way.

The following steps should be followed to ensure prompt dispute resolution:

1. Attempt to resolve the issue with the customer service representative you first speak with regarding the matter.
2. If the issue is not resolved, ask for the matter to be escalated to the relevant team leader.
3. If the issue is not resolved, you may lodge an official complaint with the Eftel quality team. You may do this in two ways:

   Call 1300 550 550 (option ‘3') and ask the customer service representative to lodge your dispute with the Eftel quality team. You will be provided with a dispute task number for future reference.

   OR

   Alternatively, you may lodge your concern via e-mail by sending an e-mail to complaints@eftel.net.au. You will receive an e-mail confirming that the matter has been forwarded to the quality team and identifying your dispute task number.

All disputes lodged with the Eftel quality team will be addressed within 3 working days. This period will commence on the day after the task is lodged.

Eftel welcomes any feedback you may have regarding the quality of service you have received. Please tell us about your experience by e-mailing your feedback to quality@eftel.com.au.