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• Hardship assistance
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• Retired plans
• Contact us

Grapevine Complaints Policy

Grapevine understands that from time to time you may have a complaint regarding our products or service.

Grapevine Ventures, as a company, treats every complaint or concern of a customer seriously. Following are some points to assist you in registering your complaint or concern as well as details on resolution times.

• You may contact our Customer Care Team on 13 35 00 or by email to: accounts@grapevine.com.au
• or, you may write to us at:

  Grapevine
  PO Box 1006
  Civic Square
  ACT 2608

• On receiving a request from you or your authorised representative for TTY access or a language or sign interpreter we will make arrangements to provide such services for you.
• We will acknowledge your complaint within five working days of receipt.
• We will aim to resolve your issue at the first point of contact. If this cannot be achieved we will escalate the matter to an appropriate person within the company. The Customer Liaison Team’s aim is to ensure that your complaint is resolved quickly and effectively.
• If we are unable to resolve your issue at first contact we will endeavour to do so within thirty calendar days, advising you of the progress and likely time for finalisation.
• Some issues are more complex and may take longer than thirty calendar days, in which case we will keep you informed of the progress.
• If you have an issue with an item on your invoice, we will not demand payment of any genuinely disputed amount whilst the complaint is being investigated.
• We will advise you of the outcome of the investigation of your complaint or concern, as soon it is complete.
• If we do not resolve your complaint to your satisfaction you may contact the Telecommunication Industry Ombudsman on 1800 062 058 or by visiting their website: http://www.tio.com.au.