Bluemaxx Complaints Handling.
Bluemaxx is committed to providing fast and efficient resolution to complaints. We have a simple and easy to follow process that allows you to do this. Our process is designed to encourage the fast resolution of your complaint at the first point of contact. You can expect that our customer service team will do everything possible to resolve your complaint in the first instance.
If at any point you feel you have a legitimate dispute during your interaction with us and which you feel will not be resolved with the staff member you are dealing with, please ask the staff member to escalate the call to their Manager.
Step 1: Initial Contact
A Customer Service Team Member has the ability to resolve complex issues and first level complaints, and can make fair and reasonable customer service decisions. The Customer Service Team may also escalate your complaint to our Network Support and Network Operations teams if necessary.
Our Customer Service Team can be contacted on 1300 791 990, select Support Enquires Option, 8am to 8pm Monday to Friday (QLD Time) and 7am to 6.00pm on weekends and public holidays.
You can also email firstname.lastname@example.org.
For complaints submitted by email we require your full name, address, contact phone number, service details and a summary of the issue.
Step 2: Escalation to the Customer Service Manager
The Customer Service Manager (or alternative if not available):
Ensures that you have their full name and contact details.
Can provide a call back at a convenient time if required.
Offers overall accountability for the outcome of your complaint.
The Customer Service Manager will work with various teams and will case manage your complaint through to its resolution.