Complaint Procedure

People telecom's complaints procedure for illegal content

Internet users who are residents in Australia have the right to make a complaint to the Australian Broadcasting Authority (ABA) about content, which they believe may be prohibited, or illegal under the regulatory regime.

Please note the ABA will not investigate a complaint about something a person disagrees with or simply does not like, if it is not otherwise prohibited content. Such complaints should be directed to the authors of the content.regulatory regime.

The most convenient way to make a complaint about content is to complete the ABA online complaint form. Alternatively, you can post your complaint to the ABA.

To make sure that the ABA can investigate your complaint, you must let them know of the following details:

  • A description of the Internet content
  • Your name and contact details
  • The Internet address of the Internet content and any other details required to access it
  • Why you you think the Internet content is, or may be, prohibited content (you should refer to the Classification Board Guidelines for the Classification of Films and Computer Games, which can be viewed at http://www.oflc.gov.au)

Alternatively you can contact us direct at prohibitedcontent@peopletelecom.com.au

People telecom's complaints procedure for other matters

Our commitment to you

If we get things wrong due to fault directly attributable to us, or indirectly through one of our service carriers, we will be open and honest about it and do everything within our power to ensure that your service is resumed or difficulties are resolved promptly, with as little disruption to you as possible.

Our complaints procedure is there to encourage the fast and efficient resolution of your issue at first point of contact.Our inbound account manager's are trained and empowered to resolve any concerns you have on your first call.

What if my issue isn't satisfactorily resolved during the first call?

If at any point you feel you have a legitimate dispute throughout dealing with us, which you feel is not being resolved, you have the right to escalate the issue through our escalation procedure.

We guarantee that all escalated issues will be reviewed by a team leader within 2 business days, and you have the right to have a full written response from people telecom about the issue. people telecom utilises the TIO Position statements and ACIF Codes of Practice as a basis for their evaluation.

What if I'm not happy with the response?

If you are not happy with the response provided by people telecom, you have the right to escalate the issue further. Further escalation options include an independent review by a third party, or further investigation by senior management of people telecom. Please ask the person dealing with your complaint for more information regarding this.

How do I contact people telecom?

All written complaints can be directed to info@peopletelecom.com.au

If your complaint is in relation to a infringement on our network, please notify us immediately at abuse@peopletelecom.com.au.