Complaints Handling Policy
Committed to prompt and satisfactory resolutions
WP Hosting prides itself on its commitment to resolve complaints in a prompt and satisfactory manner in order to promote and achieve excellent customer service and customer satisfaction.
You have a right to complain, and if you do we will deal with your complaint in a fair, efficient, objective manner and through a transparent process.
We strive to solve any problems you may have during your first contact with us.
Our complaint handling process complies with the requirements of Australian Consumer Law and responsibility for compliance with the process lies with our Chief Executive Officer.
Free of charge:
We will not charge you for dealing with your complaint in most instances, and we will never charge you without telling you first.
We may charge you to recover our costs in very specific circumstances only, i.e) we may charge you where you request information that was collected more than two years ago or where you request information that is not free of charge and part of your active service.
If cost recovery charges apply, we will tell you before charging you (and you may of course choose not to pay and discontinue your complaint) and we will inform you about your options for external dispute resolution.
How to make a complaint?
WP Hosting customers may lodge a complaint by the following methods;
1300 974 678
Monday to Friday 9am – 5.00pm AEST/AESDT
If you are calling us from a landline, your call to our 1300 number is billed at your local rate. Note that calling us from a mobile may be more expensive.
firstname.lastname@example.org or via our website www.wphosting.com.au
PO Box 3532
Rhodes NSW 2138
What we will do:
1) Acknowledge your complaint
We will acknowledge your complaint immediately if you have spoken to us over the phone, and within 2 working days if you have lodged your complaint through any other channel including where you left a message on our answering machine (e.g. outside our office hours).
When we acknowledge your complaint we will give you a unique reference number or similar to enable you to easily follow up on your complaint. We will also give you an indicative timeframe for resolving your complaint. You can follow up on your complaint by calling our office directly on 1300 974 678.
2) Work with you towards a satisfactory resolution
Our goal is to always fix your problem during your first contact with us.
Sometimes this is not possible and we need to investigate the matter. We will then agree with you on how to fix your problem (this may include waiving of fees or other commercial solutions) and advise you accordingly within 7 working days of receiving your complaint. We will advise you in writing if you request this.
Occasionally it may take longer than 7 working days to investigate your problem and in this case we will explain why and give you a new expected timeframe.
If the delay is more than 10 working days (and is not the result of a Mass Service Disruption) we will also inform you about your options for external dispute resolution.
We will implement all actions required to fix your problem within 10 working days unless you agreed otherwise or unless you have not done something that we needed you to do and we cannot proceed because of this.
What if your complaint is urgent?
Your complaint will be treated as urgent if your service has been disconnected or is about to be disconnected and due process has not been followed, or there is sufficient evidence of negative impact towards your business or personal wellbeing.
In this case we will agree with you on how to address the issue and implement all required actions to fix the issue within 2 working days. If there is a delay, we will explain why, provide you with a new expected timeframe, and if it is a longer delay also inform you about your options for external dispute resolution.
If you are unhappy with our efforts:
If you tell us that you are not satisfied with the complaint timeframes, it’s progress or the outcome or if you tell us your complaint should be treated as urgent, we will escalate your complaint internally. If you are still dissatisfied, we will inform you about your options for external dispute resolution.
We will never cancel your service for lodging a complaint or contacting an external dispute resolution scheme, so long as you have not breached our Terms of Service & Acceptable Usage Policy.