At Kogan Mobile, we strive to provide you with the best products and service to meet your needs. Your feedback is always important to us, good or bad, especially when we don’t meet the expectations we set for ourselves on service or we fail to deliver the service you expect. We want to make sure your concerns are resolved as effectively as possible. All our staff are given extensive training so they are able to help you resolve an issue, or forward the matter on to someone who can.

You have the right to make a complaint where you are dissatisfied with the services or products that we provide or with the way we’ve handled your enquiry or complaint.

We will deal with your complaint fairly, courteously and deal with your complaint in a timely manner, considering all the circumstances of the complaint and any special needs you may have.

If you need assistance with your complaint you may discuss it with us with your advocate, an interpreter or through an authorised representative.

HOW TO MAKE A COMPLAINT

We aim to make it easy for you to contact us and provide us feedback or make a complaint.

• You can contact us directly through our Help Centre
• call from your Kogan Mobile handset; or
• call from a non Kogan Mobile phone and we will acknowledge your complaint immediately when you speak to one of our staff, or within two business days if you leave a message.
• By fax to 1300 308 869

Or you can send a complaint to us by post, our postal address is:  ATTN: Kogan Mobile Customer Care, GPO Box 2579, Melbourne, VIC 3001

We will acknowledge your complaint immediately when you speak to one of our staff, or within two working days if you send through your request.

COMPLAINTS HANDLING PROCESS

When you contact us with a complaint, even if we resolve the matter straight away, we will give you a Complaint Reference Number at that time. Keep this number in case you need to contact us again so we can access a detailed record of your complaint and be ready to assist you further.

Vodafone treats every complaint seriously and we endeavour to resolve your issue straight away. If this cannot be done, we will offer to escalate the matter to find a resolution in the shortest timeframe possible.

Initially this will be referred to a supervisor or manager and, if a resolution is still not reached, it will then be escalated to our Resolutions team.

You can expect to receive an outcome within 15 working days or 2 working days for urgent complaints. As we work to resolve your complaint, we may contact you if we require more information, or if the timeframe to resolve your complaint changes. For matters such as Financial Hardship, or where disconnection of the service is imminent, or has occurred without due process, your complaint will be will be dealt with in 2 days.

If your complaint concerns something which does not relate to our products and services, we will explain this to you and try to help you identify a course of action in order to address your issue.

To monitor the progress of your complaint you can contact us through the original method of communication or through any other contact number that we may provide and you should quote your complaint reference number.

Complaints can only be closed with your consent, which means you have to feel satisfied that the matter has been reasonably resolved before we can close it. We will only implement any agreed resolution to your complaint after you have agreed to it.

If you would like written confirmation of the resolution to your complaint, you may request us to send it to you once your complaint is closed.

Most complaints can be handled through our internal processes. We ask that you allow us a reasonable opportunity to fully explore all options to address your issues. 

If you’ve given us a reasonable opportunity to resolve your complaint but remain dissatisfied after it has been escalated, you can seek advice from the external organisations listed below. Additionally, you may refer your complaint to the Telecommunications Industry Ombudsman (TIO) for dispute resolution at no cost.

To find out more about how the TIO can assist you, you can visit the TIO’s webpage ‘What we can help with’ or contact the TIO:

Phone – 1800 062 058

Online – ‘Online complaint form’ webpage

Email – tio@tio.com.au

Post – PO Box 276, Collins Street West, VIC 8007

Fax – 1800 630 614

Access using a language interpreter, Auslan interpreter or the National Relay Service – ‘Interpreters and accessibility’ webpage.“

The following organisations are also available to help.

Office of the Australian Information Commissioner (OAIC): Privacy complaints PH: 1300 363 992

Australian Competition and Consumer Commission (ScamWatch): Scam complaints (online form available through the link)

Australian Financial Complaints Authority: Sold debt payment and insurance disputes PH: 1800 931 678

eSafety Commissioner: Online Safety complaints

We value your feedback. We will use this to continuously improve our business and our people to ensure we can provide the best possible service to our valued customers.