Whirlpool

nobody at optus can tell me the phone number of the complaints department or switch me over to them. Guess what, there page on there site is down at the moment.

sarcasm on It's the round cabinet next to your desk on the floor. File it there and Optus will take care of it. sarcasm off

The form is here, www.optus.com.au/portal/...0000c8a87c0aRCRD

Be sure to keep a copy.

You can write to customer relations if you want to get their highest level of complaints but they dont give out a number for them. The only way to speak to them is to either write (address is on the website) or to speak to a manager first and if your problem remains you can then ask for the call to be escalated.

Optus Customer Relations Group (CRG) do have a 1300 number. That number is not given out though. It's for escalated complaints forwarded to them by the TIO. So try and solve the situation with customer service. If you get no-where, then call the TIO. They will give you the details you need if your concern is valid.

Mick writes...

call the TIO

How and Who are they?

2cool4u writes...

How and Who are they?

www.tio.com.au

If you lodge a complaint with them , they will give you a complaint number and the phone number (1300 # ) to call direct to the CRG

You can quite easily get the complaint escalated to CRG without having to go through the TIO. I found the TIO took way to long to resolve anything yet customer service can escalate the call and get the ball rolling faster.

Rhianna writes...

You can quite easily get the complaint escalated to CRG without having to go through the TIO.

I have noticed that your posts are very informative and helpful - Appreciate that!

Cheers

Good luck finding a rep who will transfer you to the CRG. The best you will get is the PO Box in Salisbury. In my time there, that was all we ever did.

I have been transferred there myself a while back and so have people I know (this is why I insisted as I had been told this and I suggest people do this too) Only the manager/team leader has done this that I have heard, not just a rep. But if you are insisting that they escalate the complaint and the manager cannot help you further they really cannot refuse you. The PO box is probably easiest as you have to go round and round in circles for them to actually do anything but it is possible.

Rhianna writes...

if you are insisting that they escalate the complaint and the manager cannot help you further they really cannot refuse you.
They can, and often do. All they are required to do is give you a point of escalation. The CRG PO BOX is that point of escalation.

**THINK I GOT LOST SOMEWHERE AND POSTED IN WRONG THREAD.. helpful?**

-reps dont have a number for CRG ;)

As far as disconections go.

call any optus number (eg. 1300 739 407)
speak to the department reguarding the particular product (eg phone if you want to d/c your phone, adsl to d/c your ADSL etc)

once you speak to someone, simply state 'im moving overseas and req to disconnect' or whatever your reason is.

they should be able to internally transfer you to disconnections, If disconnections are unable to offer something to try and resolve any issues or give you a deal that suits you. they will disconnect the service as of the date you specify.

**FROM EXPERIENCE**
-stating moving over seas is a winner, the rep wont try to save you as not alot they can do (this gets you to disconnections quicker, and disconnections have ALL the power)

-If your simply frustrated, I'd recommend talk to the person in disconnections to see what they can offer you, KNOW WHAT YOU WANT. if you dont know what you want, the rep cant help!

-Confirm any cancelation fees/outstanding balances that will be charged on the following bill

-Dont be TOO organised and organise disconnections 2 or more weeks in advance, any system errors/human error cause your internet to disconnect and it takes about a week for some services to be reconnected, Disconnections can be done ON THE DAY if you choose too.

-for ADSL, since you pay in advance choose a date close to your end of month cycle (however give a day or 2 just incase if something goes wrong! (avoid double billing))
If your bill cycle is say 3rd of each month and you just paid $99 and cancel on the 5th, there is no refund.

-Follow up call to ensure the account is 100% shut off, 1-2 weeks after (avoid double billing)

Disconnections for Landline/DSL/Cable are mon-fri 8am-8pm EST (closed sat/sun/pub hol)

Answer to the post by Davy Jones above which got deleted by WP that had 2 email address of Optus staff I should write to.

Results - Lucky I caught it before it was removed because I wrote to them and just now one rang me at work to say that my complaint through Whirlpool has been lodged and that I should be contacted by phone within the next two weeks to see if we could resolve it.

Two thumbs up to Davy and a big rasberry to WP even thou they had an excellent reason to remove it. Image the tsunami of emails that would of flooded into those poor guys at Optus.

^^ To the above... sorry but posting peoples personal email accounts is the incorrect way to do

a complaints department is always busy and it isnt a situation of once you hang up from the complaints rep - that they just take the next call

im sure immense amounts of followup and commitments go into each and every complaint - sometimes taking days to weeks to ensure the situation is rectified to the customers satisfaction

by posting 2 complaints reps personal emails - you are making it worse for everyonelse trying to get their complaint resolved or even looked at... as everyone on WP who wants to nitpick about something will just jump all of the steps and email them which will then put them more under load - that and take into consideration there are probably atleast 30 complaints reps - workload would be evenly spread... not just directed at 2 reps

take the proper channels people - call customer service... be patient and understanding - theyre not there to screw you over... if you feel your situation is unresolved and realistically can be resolved to a happy medium (not ringing up saying i want this i want that blah blah blah) then ask to speak to a team leader... they will more than likely be able to resolve or atleast get the wheels in motion in resolving your issue - and to be honest a good rep on the phones should be able to resolve your issues before it gets to their team leader...

if all else fails - and you feel done wrong by... call the TIO and go through the correct process

hellaflush writes...

as everyone on WP who wants to nitpick about something will just jump all of the steps

Agree with everything in your response except the quoted line, which (perhaps unintentially) painted that all complaints posted on WP against Optus are nit picking, when in fact majority are valid and the reason for a large number of these posts turning up is a reflection of the failure / incompetency of Optus' own processes to deal with them effectively and efficiently.

While this may sound overly sensitive, it is a common perception that this forum is showing an impression of "pro-Optus" and frequently have posts that trivialise each and every complaints/concerns raised. So a statement like that does not help to defuse the impression.

not at all was i classing WP users as nitpickers

more so stating they would have an easy way to begin to nitpick (those users who dont have issues that cant easily be resolved with common sense or customer service)

:)

hellaflush writes...

^^ To the above... sorry but posting peoples personal email accounts is the incorrect way to do

But very effective. DJ should of just sent me a Whim but it's the best responce so far because I've tried letters and calls to Optus and nobody knows the meaning of customer service except the guy who rang me.

My problem is that they have approached me 4 times in less than 18 months to give me DSL Direct and failed. If they really want to up my speed without changing plans they could uncap my ADSL1 plan (the speed, not the downloads) until they get there act together.
They should see if they can give me DSL Direct first before dangeling the carrot in my face to only pull it away every time. If they stick to their pattern I should get another carrot in the mail around June.

If optus would like to pay me to take on whirlpool cases i'd be more than happy to LOL!

doubt that will happen sorry guys.

i doubt anyone would want you to either "optushelp"

https://www.optus.com.au...0000c8a87c0aRCRD

Complaints & Compliments
Yes, we are listening.
Optus is committed to providing a high level of service to its customers. If our service fails to meet your expectations or you have suggestions on how we can do better, we would love to hear about it.

Our commitment to you
The Optus complaint handling policy has been designed with the customer in mind while still meeting the requirements of the relevant Industry Code/s (ACIF Complaint Handling Code).

Optus aims to resolve complaints at first point of contact. Where complaints are escalated directly to us by mail or via email on the web, we aim to resolve complaints within 14 days of receipt.

Complaints referred to us from outside sources such as the TIO (Telecommunications Industry Ombudsmen), may take longer depending on the complexity of the matter.

If your complaint isn't resolved to your satisfaction, you can ask to have your matter escalated to a supervisor. If you are still dissatisfied with the supervisor’s handling of the complaint, you can request to have the matter referred to senior management for review.

Postal address:
Customer Relations Group,
PO Box 306,
Salisbury South, SA 5106

Complaint Management Dissatisfaction
If you are not satisfied with the steps taken by Optus to resolve your complaint, or with the way in which we managed your complaint, you can seek assistance from the TIO (Telecommunications Industry Ombudsmen), which is an office of last resort. The Ombudsmen will only investigate complaints if you have already attempted to resolve the complaint with Optus.

follow the above info - if you dont, you are not practicing being a good customer - processes are in place for a reason - to maintain balance and order... if such processes werent in place - everything would be chaos

2cool4u writes...

My problem is that they have approached me 4 times in less than 18 months to give me DSL Direct and failed.

Why is it failing? Obviously it's not possible to supply you with DSL Direct, otherwise you'd have it already from the sounds of it.

If they really want to up my speed without changing plans they could uncap my ADSL1 plan

That's something they don't offer as a product, so it couldn't be offered to you

until they get there act together.

If your phone line is not compatible with DSL Direct it's not going to happen. How many attempts will it take for you to understand that? 4 so far...

They should see if they can give me DSL Direct first before dangeling the carrot in my face to only pull it away every time.

Why would a company spend millions on 'pre-approving' every phone line in the country before a marketing campaign? They intall a DSLAM, they see which area the DSLAM services and they start marketing in that area... not everyone is serviceable. It also says so on their website.

the best responce so far because...

because it tells you what you want to hear, and not reality. Posting individual's email addresses should have seen him binned, not just the post removed.

And if you use the email addresses posted I'm sure that the email will be sorted off with the rest of the spam that those individuals receive.

Jack.Daniels writes...

If your phone line is not compatible with DSL Direct it's not going to happen. How many attempts will it take for you to understand that? 4 so far...

Then they should stop approaching me. Is it because Optus doesn't understand?

Not once have I applied for the service. I've always been asked first and according to the pre activation department they'll try again.

And if you use the email addresses posted I'm sure that the email will be sorted off with the rest of the spam that those individuals receive.

Not in my case even thou you are right. Like I said, he phoned me in responce to the email I sent him. The only way Optus could of got my work phone number is through that email.

Thanks JD for your respomce. Have a great weekend. There is no need to reply.

Something just clicked. If Optus could really do this then why do I have to talk to sales and not migration.

Well I've complained to the TIO which was a waist of time. They say that I must follow Optus procedure. If they then don't switch me back to my old plan with ADSL2+ speeds THEN I have to go back to the TIO. I don't want to get stuck on a fusion plan because the TIO will do nothing again.

2cool4u writes...

If they then don't switch me back to my old plan with ADSL2+ speeds THEN I have to go back to the TIO.

Well given you're clearly not capable of being provided with ADSL2+ speeds, that's also going to be a pretty useless endeavour.

I don't want to get stuck on a fusion plan because the TIO will do nothing again.

If you agreed to a Fusion plan, then that's correct, the TIO won't be able to do anything.

It very much appears that what you're trying to achieve isn't actually possible. Perhaps the solution to your problem is to ask Optus to put you in their marking opt-out database so that they don't contact you with ADSL2+ offers in future.

this is just my personal experience but when i complained to the CEO of optus and cc'd the TIO i got a call from the CEO's assistant who was very helpful and apologetic. The CEO wrote back and said that someone from his office would deal with me directly and he was true to his word - it was a shame that i had to escalate it to him in the first place though.

I seriously doubt the Chief Executive of Optus will see any complaint letters or e-mails directed to him... there'll be staff in his office who would bounce it directly to the complaints area, where they would have people employed to respond to complaints.

Complaint letters dont make his desk. They get redirected to the customer relations group as soon as they see it is a complaint. They are his assistants in a way, they will also say they are his assistants if required, theyre the group employed to assist with this sort of thing. But theyre not sitting in his office with direct instructions from him. I can assure you his assistant wouldnt be calling or writing to customers.

well you should see the email he wrote me and he may have got his PA to write it but i can assure you the response was not from some customer retention team. anyway, i cant complain, i got a good deal out of it. you should try it some time - worked wonders for me. and dont forget, the higher up the chain you go the higher the credit you can get.

you would be surprised, CEOs may not write the response but some CEOs actually read these emails - they have a duty to, our CEO does.

Lukesky7 writes...

CEOs may not write the response but some CEOs actually read these emails - they have a duty to, our CEO does.

CEO's are supposed to run their companies. If it's a small company that may include dealing with complaints, but if it's a large company they should have dedicated staff to deal with complaints as the CEO will simply not have time for it, if they are doing their job properly.

You wouldn't have got a reply from the Chief Executive of Optus.

When I was an Optus employee even our internal emails to the CEO were taken care of by a team of assistants. I would doubt it if he even knew there was an email from you.

well, we can argue til we're blue in the face - and even if it comes from his cleaner, still works for me - people should learn how to complain effectively. it also helps to have contacts in the organisation with access to internal directories...do these little oompah loompahs normally sign it with the CEOs name?
do you really care?

Lukesky7 writes...

people should learn how to complain effectively

Well that's true, and involves remaining calm and reasonable while using the complaints hierarchy... rep, supervisor, formal complaint to Customer Relations Group. It's quite effective for reasonable people.

Post deleted - Sorry I burst your bubble. :S

well thanks for putting me straight - by the way, please dont tell anyone about this - in fact, please ignore all my posts on this subject - i dont even know who it was - and if they pretended to be the CEO? Well I am sure the TIO would love to hear about that. Isnt that fraud? Honest, I really like Optus... they are great - excellent customer service.

yes i agree - thats why those nice people were so nice to me... i havent had any problems with optus since then. i find the TIO are actually quite helpful in these situations. You can always use Today Tonight or ACA - i am sure they are really effective too. That Anna Coren seems like a real champion of the peoples' cause.

I had a whole post typed but I decided against it. If you think the CEO gave you special treatment because your insiders gave out personal details then thats great (they did risk their job for you after all by giving you that info)
Its a good thing your problem was solved as thats what these people are employed for. And to make people feel special like they got to the top! Funny you should mention Today Tonight though, its where all true, honest and worthwhile stories end up, like whats really in the bottom of your shopping trolley and parking inspectors: how dare they fine people for stopping in a no stopping zone. That kind of thing haha

Lukesky7 writes...

You can always use Today Tonight or ACA - i am sure they are really effective too.

Now we know you're takin' the piss...

That Anna Coren seems like a real champion of the peoples' cause.

...but you really didn't have to go that far... did you?

well i couldnt very well keep up the argy bargy - it was in danger of getting a bit slanderous - anyway, i do believe that consumer watchdog shows have a role to play in society. i think that the OP has a point in that some customer service depts really dont know how to treat customers (and i dont care what anyone says - when you get to a point where noone can help you, you should escalate - after all, its you that is contributing to their share price and profit - nothing personal, its just business, and that's how you should view them).
rant over...good night.

Lukesky7 writes...

i do believe that consumer watchdog shows have a role to play in society

ACA and TT haven't been anything more than poorly disguised infomercials for years

i think that the OP has a point in that some customer service depts really dont know how to treat customers

...and some customers don't know how to treat customer service departments. It's a two way street, this whole human communications thing.

and i dont care what anyone says

...common sentiment, I'm sure

after all, its you that is contributing to their share price and profit

But, when you reach the point that your custom is costing more than you contribute what do you think should happen?

its just business

So it is...

and that's how you should view them

You should also think about it that way when one day a business tells you that they no longer want you as a customer. Businesses often decide which customers they would prefer to keep and which ones they would be better off without. The first ones to go are the ones that don't have a reasonable understanding of exactly what they're entitled to, and make unreasonable demands.

Jack.Daniels writes...

...and some customers don't know how to treat customer service departments. It's a two way street, this whole human communications thing.

Completely agree. I also agree with the issue of escalating complaints if there is an unresolved issue, but I think it should be done the right way for the best results. If that doesnt help then theres the TIO or other companies people can switch to. I dont agree with making a fool of yourself to get what you want. Ive heard about the notes customer service reps leave lol!

Rhianna writes...

Ive heard about the notes customer service reps leave lol!

Which could be compared to what ends up in your meal when you insult a waiter...

oh well...never mind - on with the show...

To be honest, after filing a complaint yeserday night via the online form at 7pm, I got an immediate response via email asking me to call up and to discuss the matter over the phone. I politely replied and declined, telling the CSR I had no interest in being on hold for 30 minutes listening to boring Optus promos and apologies. Got a return email asking for a convenient time for them to call back and I replied with a time.

That being said I think the only reason I got such a prompt reply was because I did threaten to cancel 2 x internet accounts, 2 x landlines and a mobile account. My problem that I had was that Optus had buggered up my Direct debit details even after 5 attempts to fix it, and stuffing up my accounts/usernames even after continuous reassurance things were fixed. Straw that broke the camel's back came yesterday when I got a reminder notice even after my Direct Debit, (which I set up 5 months ago, and have called 5 times to ensure it was fixed), arrived in the mail.

Anyway, seems the complaints do get actioned. But maybe it was just the luck of he draw.

on their desktop they have an icon called "complaints".
On our desktops it's called "recycle bin"