DEFINITIONS
“Linknet” means Linknet Communications NSW Pty. Ltd. (ACN
105 220 399) and its successors in business, agents, administrators,
substitutes and permitted assigns. “Linknet ” also means
Linknet and its related bodies corporate.
"Dispute" refers to matters other than Technical Problems.
All Technical Problems should be referred to Technical Support in
the event you are unable to resolve them by reading our Online Help.
HOW TO REGISTER YOU DISPUTE
Customer Disputes with Linknet should be made in writing
and sent to:
Peter Bundy
Manager - Customer Relations and Personnel
Linknet Communications NSW Pty Ltd
Postal:
PO Box 520
Mullumbimby, NSW 2482
Email:
ceo@linknet.com.au
Customers should include full details of the dispute and copies
of supporting documentation. Customers should also include their
account details as well as relevant contact details such as home,
work, mobile telephone numbers and postal address.
ACKNOWLEDGEMENT
Linknet will acknowledge receipt of the dispute within
five working days of having received it. Acknowledgement will be
either verbally or in writing unless the complainant specifies a
preference for one or the other.
The Acknowledgement will include advice as to the complexity of
the investigation and the time frame within which it can be expected
to be completed. Finalisation will generally be within thirty days.
The complainant will be regularly appraised of the situation where
this is not the case.
Customers may contact Peter Bundy for updates with respect to the
progress of their dispute.
OUTCOMES
Linknet will advise the customer of the outcome of the
dispute. The outcome will be made either verbally or in writing
unless the complainant specifies a preference for one or the other.
Where Linknet considers a dispute to be frivolous or vexatious,
Linknet will advise the customer of its decision not to investigate.
The complainant may then refer the matter to the Telecommunications
Industry Ombudsman; or
Where appropriate, either party may refer the dispute to the Institute
of Arbitrators and Mediators Australia for arbitration in accordance
with, and subject to, the Rules for the Conduct of Commercial Arbitrations
of the Institute of Arbitrators, Australia. During such arbitration,
a duly qualified legal practitioner may represent both parties.
Full details of the dispute resolution process for each dispute
will be recorded on Linknet's Support Tracking System. Data is collected
and analysed for the the purpose of identifying Systemic Problems
and to provide the basis for Complaint Reporting under the regulatory
and self regulatory regimes.
Data is analysed once every six months for Systemic and Recurring
Problems.
Data will be held for a minimum of two years after the dispute
has been closed.
Linknet's Dispute Resolution Process is due for revue on the 19th
July, 2005.
Linknet complies with the Complaint Handling Industry Code registered
by the Australian Communications Authority.
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