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1. Digicall
owns and operates “Vodafone stores” on behalf of Vodafone.
Digicall may receive customer complaints directly from customers or from
Vodafone Customer Care where a customer has made the complaint to Vodafone
about the service or products provided by Digicall.
2. When you make a complaint please provide the following:
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the circumstances leading to the complaint;
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what you would like the outcome of the complaint to be;
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the store and, if possible, the staff member(s) involved;
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the time that the complaint arose;
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what, if anything, has done to resolve the complaint to date;
and
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your contact details including telephone number and a mailing
or e-mail address.
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3. Digicall
defines a complaint as any expression of dissatisfaction or grievance
made by a customer or member of the public with any product or service
of Digicall, not including a request for information.
4. Digicall takes every customer complaint seriously and will seek to
deal courteously with and resolve your complaint as quickly as reasonably
possible whilst realistically managing your expectations.
5. Digicall will, within 24 hours of receiving a customer complaint, attempt
to contact you to explain the next steps in the complaint process, to
obtain any further information needed from you to deal with the complaint
and to give you an estimate of the time in which your complaint will be
resolved.
6. Unless otherwise agreed with you, Digicall will attempt to contact
you on (at least) a weekly basis to inform you of progress in resolving
the complaint. You can contact the relevant store at any time to check
on the progress of your complaint.
7. All complaints are recorded and analysed to ensure that our treatment
of complaints complies with this policy. Recurring problems will be identified
and feedback provided with the aim of improving our service and complaints
process. We will periodically review our complaints process to identify
any need for improvement.
8. Digicall will attempt to resolve each complaint within 2 weeks of receiving
the complaint. This may not always be possible but, in any event, Digicall
will keep you informed of the likely timescale for resolving the complaint.
9. Digicall may sometimes need to refer the complaint to Vodafone customer
care, for example where the complaint concerns the Vodafone mobile phone
network. Digicall will attempt to inform you where this has been done.
10. If you have exhausted the avenues for addressing your complaint
within Digicall or find these avenues unacceptable you may wish to seek
redress through other avenues available to you such as your
State/Territory Fair Trading authority.
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