Complaint Handling Process

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Consumers and former customers have the right to make a complaint for escalation within Nehos.

A complaint means an expression of dissatisfaction made to us in relation to our products or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected by you. Contacting Nehos to request support or to report a service difficulty is not necessarily a complaint.

Level 1 Customer Support

Nehos Technical Support is the level 1 customer support within Nehos who assist to resolve issues of a technical nature.

Nehos Accounts is the level 1 customer support and main point of contact within Nehos for questions regarding your account or for information about our services.

If you are having difficulties with Accounts or Technical Support representative, a supervisor may be called upon to assist.

Nehos believes that our internal resolution process is the most effective and quickest way to resolve issues.

Nehos Technical Support can be contacted by:
Customer Portal - www.nehos.net (Please use the secure form under Support to submit your request)
Email - support@nehos.net
Phone - 1300 726 889 or 07 3107 1900
Fax - 07 3503 8801
Mail - 10 Mayfair Place, Boondall, QLD 4034

Our Accounts Team can be contacted by:
Customer Portal - www.nehos.net (Please use the secure form under Support to submit your request)
Email accounts@nehos.net
Phone - 1300 726 889 or 07 3107 1900
Fax - 07 3503 8801
Mail - 10 Mayfair Place, Boondall, QLD 4034

Making a Complaint

All complaints are assigned a ticket number. You can monitor the progress of your complaint within the online customer portal.

If our Accounts or Technical Support teams have been unable to satisfy your issue, you can request for your accounts / support issue to be considered a complaint.

You may nominate an authorised representative or advocate to liaise with us on your behalf. If you need assistance with understanding this process or lodging a complaint, please let us know.

What We Will Do Next

We will acknowledge a complaint immediately via email or within 2 business days of receiving it and provide you a reference number. Where possible, our level 1 Accounts and Technical Support teams will resolve your complaint upon first contact. Where they have been unable to do so, our Customer Relations team will take over management of the complaint and resolve your complaint within 15 business days of receiving it, depending on the complexity of your complaint.

We will let you know any reasons for delay and a specific timeframe for resolution. We will keep you updated with the status of your complaint and you may contact us either by phone or by email with your reference number to request a status update. Please note that Nehos is unable to implement any suggested resolution to the complaint until you have accepted it.

Further options

You will find the majority of matters can be handled by Nehos's internal processes and we do ask that you first allow us the opportunity to exhaust all avenues in resolving your complaint. However, if you are not satisfied with our handling of your complaint and you have escalated this within Nehos, you may seek complaint mediation or further assistance from the Telecommunications Industry Ombudsman (telephone 1800 062 058) or the fair trading department in your state or territory.

Urgent Complaints

Please advise us if your complaint is urgent. Complaints will be considered as urgent if:
You have applied for or have been accepted as being in Financial Hardship under Nehos's Financial Hardship policy (located at www.nehos.net/terms/financialhardship.html) and where the nature of the complaint can reasonably be presumed to directly contribute to or aggravate your Financial Hardship, or
Disconnection of a service is imminent or has already occurred and where due process has not been followed.

Please note Nehos does not offer the Priority Assistance scheme.

Urgent complaints will be acknowledged within one business day. We aim to resolve the urgent aspects of such a complaint within 2 business days or let you know of any reasons for delay and a specific timeframe for resolution.

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Email Contacts

Support
Sales
Accounts

Postal Address

Nehos Communications Pty Ltd
10 Mayfair Place, Boondall QLD 4034