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Vysion Complaints Handling

To submit a complaint, please complete the form below. 

Kindly refrain from using this form for general support questions, as it is specifically intended for addressing complaints

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Vysion values your concerns and inquiries tremendously. We are committed to continually enhancing and improving your satisfaction with our services. If there is anything more you need assistance with, please don't hesitate to let us know.

You have the right to raise a complaint, and if you do, we will handle it in a fair, efficient, and transparent manner. Our aim is to resolve your issue during your initial interaction with us, adhering to our "first request resolution" strategy. Our complaint handling processes comply with the Telecommunications Consumer Protections Code C628:2015 (TCP Code).

Our Commitment:

  • We will acknowledge your complaint immediately if made by phone, providing you with a ticket number, or within 2 working days if submitted through another channel, including voicemail messages left outside office hours.
  • Your complaint will be tracked with a unique reference number, allowing you to easily follow up. We will also provide an estimated timeframe for resolution. You can check on your complaint via phone, email, or our website inquiry form.
  • Our objective is to resolve your issues instantly, but if further investigation is required, we will agree on a resolution plan with you within 15 working days. You may request this information in writing.
  • If it takes longer than 15 working days to investigate, we will explain the reasons and provide a new timeline for resolution.
  • We will complete all necessary actions to resolve your issue within 10 working days unless otherwise agreed, or unless we are unable to proceed due to pending actions on your side.

Cost to You:

  • There is typically no charge for handling your complaint. Any potential charges will be communicated in advance.
  • In specific cases, such as requests for information older than two years or non-standard information, we may recover our costs as per our Standard Form Customer Contract or Critical Information Summary.
  • Any applicable charges will be disclosed prior to billing. You may opt not to incur the charges, and we will advise you of external dispute resolution options like the Telecommunications Industry Ombudsman (TIO).

If You Are Unsatisfied:

  • If you are unhappy with the complaint handling timeframes, progress, or outcome, or believe your complaint needs urgent attention, we will escalate it internally upon your request to a senior manager. These escalations can be initiated by email to complaints@vysion.com.au.
  • Should dissatisfaction persist, we will inform you of external dispute resolution options, such as the TIO. We will not terminate your service just because you engage an external dispute resolution body.

You have the option to appoint an authorized representative or advocate to file a complaint on your behalf. For guidance on this process, please refer to the Authorised Representative Form.

Telecommunications Industry Ombudsman (TIO):

We encourage you to reach out to us first if you encounter any problems or are dissatisfied. We strive to resolve your issues during our initial contact. However, if you remain unsatisfied after following our complaint process, you may reach out to the TIO as a last resort. Bypassing any steps may delay your complaint's resolution.

Contact the TIO:

The TIO services are free of charge.