Complaints Handling Policy
This Complaint Handling Policy aims to:
·provide a framework for bmobil employees to work with when handling complaints from customers;
·ensure consistency within bmobil in handling and resolving complaints from customers; and
·assist bmobil’s commitment to provide quality products, services and customer service.
bmobil defines the term complaint as any expression of dissatisfaction or grievance made to bmobil by a customer or member of the public with any product or service of bmobil, not including a request for information.

Lodgement of Complaints
bmobil’s customer service operators will provide reasonable information and assistance to ensure that complaints are lodged effectively.

Complaints may be lodged by phone on 1300 039 551, electronic mail to cs_au@bmobil.net or by letter to Customer Support, 10 Ubi Crescent, #06-18 Ubi TechPark, Singapore 408564. Complaints will be acknowledged and customers can be advised of a reference that can be used to identify progress of their complaint.

bmobil has established, and will continue to develop, quality processes for the efficient acknowledgement and processing of complaints.

Response to Complaints
Complaints will be processed in a timely and efficient manner. Continuous improvement and training will be utilised to ensure complaints are resolved promptly and courteously.

Managing our customer's expectations realistically is bmobil’s goal. This involves the careful examination of each complaint and a resolution offered on the basis of that analysis.

Records/ Systems
Complaints will be recorded and analysed to ensure that our Complaint Management processes comply with this policy.

Systemic trends and recurring problems will be identified and feedback provided to the relevant departments to improve current processes.

Review of Complaint Handling Process
bmobil’s complaint handling procedures and systems are to be periodically reviewed to ensure optimum effectiveness and highlight any need for improvement.