Complaints Policy

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:

  • the circumstances leading to the complaint;
  • what you would like the outcome of the complaint to be;
  • the store and, if possible, the staff member(s) involved;
  • the time that the complaint arose;
  • what, if anything, has done to resolve the complaint to date; and
  • your contact details including telephone number and a mailing or e-mail address.

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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