CUSTOMER CODE OF PRACTICE
Tizeti consumers will be bound by our terms of service on return of a signed service agreement, or on clearly accepting the service terms when they first login with their login details on our consumer portal. Consumers will also be deemed to accept a Licensee’s service terms on commencement of use of the service that follows receipt of signup email communication by Tizeti of our service terms. Consumers will grant the Licensee or its authorized representatives, without charge, access to premises, equipment or facilities as reasonably required for any provisioning or maintenance of the services, equipment or facilities. Consumers will not use any equipment or related facilities provided by a Licensee for reasons other than those related to normal service, and will not do anything that interferes with the functioning of such equipment or facilities, without prior written authorization from the Licensee, Consumers will be responsible for any loss of or damage to equipment or facilities that results from actions contrary to their service terms or this General Code.
Equipment owned by Tizeti and connected to our broadband internet network may not be moved to a location or address other than the location or address where service was installed, without prior written authorization from Tizeti.
Modification or attachment of any unauthorized device to Tizeti’s equipment or facilities is prohibited.
No equipment or device that interferes in any way with the normal operation of our service, including any equipment or device that intercepts or assists in intercepting or receiving any service offered by the Licensee that requires special authorization, may be installed by or on behalf of any Consumer.
Consumers will not re-sell any service provided by Tizeti except as permitted by the service agreement of the Licensee (and subject to any applicable licensing or authorization by the Commission pursuant to the Act).
Consumers will not misuse public telecommunications services, including:
- by dishonestly obtaining telecommunications services ; or
- possessing or supplying equipment that may be used to obtain such services dishonestly or fraudulently ; or
- using services to send messages that are obscene, threatening or otherwise contrary to applicable laws or regulation.
PROTECTION OF CONSUMER INFORMATION
Tizeti may collect and maintain information on individual Consumers reasonably required for its business purposes. However, the collection and maintenance of information on individual
Consumers will be—
- fairly and lawfully collected and processed ;
- processed for limited and identified purposes ;
- relevant and not excessive ;
- accurate ;
- not kept longer than necessary ;
- processed in accordance with the Consumer’s other rights ;
- protected against improper or accidental disclosure ; and
- not transferred to any party except as permitted by any terms and conditions agreed with the Consumer, as permitted by any permission or approval of the Commission, or as otherwise permitted or required by other applicable laws or regulations.
Tizeti will meet generally accepted fair information principles including :
- providing notice as to that individual Consumer information they collect, and its use or disclosure ;
- the choices Consumers have with regard to the collection, use and, disclosure of that information ;
- the access Consumers have to that information, including to ensure its accuracy ; and
- the security measures taken to protect the information, and the enforcement and redress mechanisms that are in place to remedy any failure to observe these measures.
These rules apply to individual Consumer information whether initially provided verbally or in written form, so long as that information is retained by the Licensee in any recorded form. Tizeti’s consumer relationship management system shall be used to collect and protect information and will ensure that any other Tizeti or other persons with whom they exchange or otherwise disclose such information have adopted and implemented an appropriate protection of Consumer information policy.
Tizeti policy on the protection of Consumer information will be made available in an accessible and easy to read manner in our office and on our website. The policy will:
- state clearly what information is being collected ; the use of that information ; possible third party exchange or disclosure of that information ; and the choices available to the Consumer regarding collection, use and disclosure of the collected information.
- disclose the consequences, if any, of a Consumer’s refusal to provide information.
- include a clear statement of how to contact the Licensee regarding information issues and related information access or complaint mechanisms.
Tizeti’s collecting, maintaining, using or disclosing individually identifiable Consumer information will take reasonable steps to ensure that the information is accurate, relevant and current for the purposes for which it is to be used.
Tizeti consumers can lodge a complaint by
Telephone : 0308250074
Consumer can also lodge a complaint at any of our premises
All complaints will be logged by Tizeti
Tizeti will make adequate provision to ensure that people with physical disabilities or other special needs are able to access our complaint handling processes, including ensuring that Consumers can be easily represented by their authorised representatives in order to make a complaint.
In cases where Consumers specifically request assistance in lodging complaints, Tizeti will provide reasonable assistance.
Written complaints will be acknowledged by Tizeti and acted on within any time frames
set out in the Commission’s Quality of Service Regulations (or as otherwise directed by
the Commission from time to time). Tizeti will initially respond to a complaint
either verbally or in writing.
Non-written complaints will be taken as acknowledged by Tizeti at the time the complaint was communicated to the Tizeti.
Where possible, Consumers will be advised when they make a complaint of the expected actions and timing for investigating and resolving the complaints. In the event that the Licensee regards the complaint as frivolous or vexatious, the Consumer will be informed accordingly and if dissatisfied the Consumer will have the further recourse described below. In any event, no Consumer complaint will remain unresolved for more than three (3) months.
Tizeti will provide Consumers with sufficient information and the means to inquire on the progress of complaints using their support ticket number. Such processes may include complaint reference numbers or other identifiers in order to facilitate timely and accurate responses to subsequent enquiries by Consumers.
Consumers will be advised of the outcome of the investigation of their complaint, and any resulting decision by the Licensee.
Where a Consumer is not satisfied with a decision reached pursuant to a complaint, the Licensee will give the Consumer the option of pursuing an identified escalation process by which the decision may be examined by a suitably qualified person in the Licensee’s organization. Where the Consumer has already been provided with the benefit of the Licensee’s escalation process(es) and where there are no further escalation processes, the Licensee will inform the Consumer accordingly.
In the event that a complaint has not been resolved to the Consumer’s satisfaction, including as a result of any escalation process, within sixty (60) days of being communicated to the Licensee, the Licensee will inform the Consumer that he or she may refer the complaint to the Commission.
Failure to deal with Consumer complaints, and any related service failures, will also be subject to the requirements of the Quality of Service Regulations, including payment of any specific service credits or rebates established pursuant to these regulations.
Complaint handling processes will be provided free of charge. Tizeti will impose a reasonable charge for complaint handling processes where investigation of the complain requires the retrieval of records more than twelve (12) months old, and where that retrieval results in any incremental expense or significant inconvenience to the Licensee. Any such charges will be identified and agreed to by the Consumer before being incurred.
Tizeti will avoid imposing any disconnection or credit management action regarding any service to which a complaint or billing dispute relates while the complaint or dispute is being investigated. The Licensee will inform the Consumer that, while the complaint or dispute, is being investigated, the Consumer is obliged to make payment of any outstanding amounts other than the amount that is specifically in dispute. Where Tizeti intends to take disconnection or credit management action against a Consumer regarding any amount that has been the subject of a complaint or dispute, the Licensee will specifically notify the Consumer before taking the intended action.
Tizeti support system shall have appropriate recording systems for complaints and their outcomes to meet the requirements of the quantity of Service Regulations
Complaints tracking data shall be categorised and analysed by Tizeti from time to time to allow for the identification of recurring problems, Tizeti shall inform the Consumer that a record of their complaints is being kept, and if requested by the Consumer shall describe the complaints, tracking system used by us.
Tizeti will utiilze its support ticket system to record complaints and their outcomes to
meet the requirements of the quantity of Service Regulations.
Tizeti will update any information regarding their complaint handling and tracking processes as appropriate, including information provided to Consumers or the Commission.
Information collected and recorded as part of the Tizeti’s complaint handling processes will be retained by Tizeti for at least twelve (12) months following resolution of a complaint.