About BKB Internet
BKB Internet is a leading business-to-business communication service provider that focuses on leveraging technological advances in communication to deliver more agile, innovative and cost effective solutions to business.
We provide you a simple and effective way to communicate with your customers, employees or contacts utilising Voice, Mobile Messaging (SMS & MMS) and the Web, whether they are across Australia or around the globe. With BKB Internet, communicating with thousands of people has never been easier or more cost effective.
Customer Service Charter
Our Customer Service Charter gives you information you need about making a complaint. You may also like to use this information to comment on how we are going, or to give us a suggestion about how we can improve our service to you.
Our Service Standards
When you communicate with BKB Internet, we will:
- Be courteous;
- Be willing to assist you and be responsive to your needs;
- Treat you fairly and professionally;
- Provide timely oral and written advice which is clear, concise, accurate and complete;
- Demonstrate professional competence in providing advice on our service and products;
- Put matters right as speedily as possible if we get something wrong; and
- Use your feedback to improve our products and services.
How do I make a Complaint?
If you have a problem, or if our service has not met your expectations, our Customer Service Team will try to help you as quickly as possible, at the first point of contact. Some issues might require some investigation, and if this is necessary, we will agree a course of action with you.
Complaint Resolution Timeframes
Whether you complain to us over the phone, via e-mail or online, we will try very hard to sort things out on the spot.
We endeavour to acknowledge e-mails or online enquiries within 1 day. We endeavour to resolve all complaints within 5 working days.
If your complaint is more complex, we might require a bit more time to investigate it. If so, we will let you know:
- What we need to do;
- Approximately how long it will take; and
- What your reference number is, so that you can enquire about the progress of your complaint.
We will complete all investigations and provide you with a full response to your complaint within 30 calendar days.
What if I am still not satisfied?
If you are not satisfied with our review of your complaint or with the way in which we have handled the matter you can seek advice from the Telecommunications Industry Ombudsman (TIO).
The TIO is an alternative dispute resolution scheme for small business and residential consumers who have a complaint about their telephone or internet service. The TIO is a free service. You can refer a complaint to the TIO at any time. You do not have to go all the way through our review process before approaching the TIO. You should note however that the TIO service is intended as a “last resort”, which means that you should give Primus an opportunity to resolve your complaint before you take it to the TIO.
The TIO’s website and contract information can be found at www.tio.com.au