(a) If you have any complaints in connection with the service, you may complain in writing (including by completing our complaints form on our website: www.prepaidservices.com.au]) or by calling us.
(b) We will handle your complaint in accordance with our complaints procedure. You may obtain a copy of this procedure from us or on our website: www.prepaidservices.com.au
(c) We will use our best endeavours to resolve your complaint, however if we are not able to resolve your complaint to your satisfaction, you can take your complaint through other avenues, such as the Telecommunications Industry Ombudsman, the Department of Fair Trading or Department of Consumer Affairs in your state or territory.
Where your complaint is about a fee or charge for the use of the service, we may apply credit toyour PPS phone card equal to that fee or charge only (not including surcharges or costs imposed on calls made to access the service), after the complaint has been investigated and resolved in your favour. All other fees and charges that are not in dispute are due and payable.
Where your complaint is about a significant and sustained loss of access to, or use of, theservice and the loss was not as a result of circumstances reasonably attributable to you or nonPPS owned equipment, you may be entitled on request to a refund or a rebate of any access fees for the period in which your access or use was interrupted (including when an intervening event occurs). The service description may set out the way in which any rebate or refund is calculated.