GoTroppo Complaint Handling Process
At GoTroppo, we are committed to providing exceptional customer experiences. However, we understand that sometimes things don’t go as planned. If you’re not satisfied with our products, services, or interactions with our team, we encourage you to share your feedback. We are dedicated to addressing all complaints in accordance with the Telecommunications (Consumer Complaints Handling) Industry Standard 2018.
What Constitutes a Complaint?
A complaint is your expression of dissatisfaction regarding our products, services, or the way we’ve handled a previous issue. For your feedback to be recognised as a complaint, please indicate that you expect a response. If we’re unsure, we’ll reach out for clarification.
How to Submit and Track Your Complaint
Submitting a complaint is completely free, and you can easily track its progress through the following channels:
Submission Channel Availability
Online Complaint Form: GoTroppo Complaint Form Anytime
Email: complaints@gotroppo.com.au – Anytime
Phone: 1300 876 776 8:30 am – 7:00 pm, Monday to Friday (AEST) Weekends TBA
Mail: PO Box 1326 St KIlda Victoria 3182
Need Help with Your Complaint?
Appointing an Advocate or Authorised Representative
You have the option to appoint an Advocate or Authorised Representative to assist you in communicating with us during the resolution process. For further details, please refer to our policy.
Translating and Interpreting Services
If you require assistance in your preferred language, please reach out to the Australian Government Translating & Interpreting Service (TIS National) at 131 450.
Disability Services
The National Relay Service offers various communication methods, including text-to-voice, voice-to-text, and AUSLAN services, to support those who are d/Deaf or have difficulty communicating verbally. For assistance through the National Relay Service, call 133 677 or visit Access Hub.
We’re Here to Help!
If you need any additional support with your complaint, don’t hesitate to contact us using the details provided above. If you’re facing financial hardship, please check our Financial Hardship Policy for more information on available support.
Our Commitment to Managing Complaints
Acknowledging Your Complaint
When we receive your complaint, we will acknowledge it:
Immediately for in-person or phone complaints.
Within 2 business days for email, online form, mail, or voice recordings.
You’ll receive a unique identifier to track your complaint’s progress.
Initial Assessment and Time Frame Setting
We’ll categorise your complaint as either ‘urgent’ or ‘standard.’ A complaint is classified as urgent if:
You’ve requested or received financial hardship assistance, and your complaint may worsen your situation.
There’s a risk of service disconnection.
It relates to a service eligible for Priority Assistance due to life-threatening medical conditions.
Our goal is to resolve urgent complaints within 2 business days and standard complaints within 15 business days. If you believe your complaint is urgent, please let us know so we can prioritise it.
Investigating Your Complaint
Some complaints may require a more in-depth investigation to identify underlying issues and determine an appropriate resolution. We may contact you for further details, or if you’ve appointed an Advocate or Authorised Representative, we may reach out to them instead.
Resolving Your Complaint
We strive to resolve complaints during the initial contact whenever possible. If further investigation is needed, we will communicate our decision within 2 business days for urgent complaints and 15 business days for standard complaints.
If any delays arise that may affect our ability to meet these timelines, we will inform you of the reasons, provide revised resolution timelines, and discuss your options for external dispute resolution if necessary.
Closing Your Complaint
We will not close your complaint until you agree that it has been resolved. However, we may close it without your consent if: a. We determine that there are no further actions we can take to resolve your complaint. b. We believe your complaint is frivolous or vexatious. c. We have made multiple attempts to contact you without receiving a response within 10 business days.
If we decide to close your complaint under these circumstances, we will notify you in writing within 5 business days, outlining the reasons for our decision.
Billing Error Complaints
If your complaint pertains to a billing error, we aim to resolve it within the billing period following your current billing period, whichever is sooner.
Unhappy with Our Decision or Process?
You can request escalation of your complaint at any stage if you’re unhappy with our handling process, progress, or outcome. We will internally escalate your complaint to a more senior Customer Service Agent, our Complaints Manager, or higher management for review.
External Dispute Resolution Services
If, after providing us a reasonable opportunity to resolve your complaint, you remain unsatisfied with our response, you can contact an external dispute resolution service like the Telecommunications Industry Ombudsman. We will never suspend or cancel your service solely because you chose to pursue external dispute resolution.
Telecommunications Industry Ombudsman
At any time, you can contact the Telecommunications Industry Ombudsman (TIO) for assistance. The TIO is a free, independent service that helps with phone and internet complaints. They may be able to assist you if you’re unhappy with the information we provided, our response time, or our handling of your complaint.
To learn more about how the TIO can help, visit their webpage ‘What we can help with’ or contact them:
Online: ‘online complaint form’ webpage • Email: tio@tio.com.au • You can also contact the Telecommunications Industry Ombudsman on 1800 062 058 or submit an enquiry at http://www.tio.com.au/