upstream strives for excellence in customer service, one of the strongest points about upstream is our well-known reputation as one of the best and customer friendly CSP's in Australia. However, sometimes things do not go as planned. It may be that you don't agree with your bill or perhaps the staff member you spoke with did not address your concern correctly. Whatever it may be, we want to hear about it. It is your right to complain and this feedback helps us to continually better our services for you and other customers. Current or former customers of upstream are welcome to make a complaint if they feel the need to do so.
NOTE: If you would like to nominate an authorised Representative/advocate to make a complaint on your behalf, please authorise them during your call/email
What is defined as a complaint?
A complaint means an expression of dissatisfaction made to us in relation to our services or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected by you. Contacting upstream to request support or to report a service difficulty is not necessarily a complaint. Technical and support issues are common and occur for many reasons if you are simply experiencing a technical issue we will not consider your contact with us as an official complaint unless you specifically request us to.
First point of Contact
upstream Technical Support team is the customer support team within upstream that assist to resolve issues of a technical nature.
» PH: 1300 366 165 Option 2 then Option 2
upstream Accounts team is the customer support and main point of contact within upstream for questions regarding your account or for further information about our services.
» PH: 1300 366 165 Option 5
If you are having difficulties with your Accounts or Technical Support representative, they should be able to transfer you to someone else to help resolve your issue.
Lodging a Formal complaint
If our Accounting or Technical Support teams have been unable to satisfy your issue, you can request for your call to be considered a complaint.
You may also make a complaint directly to our Chief Technology Officer:
Email - firstname.lastname@example.org
Mail - 19/2 Yallourn Street FYSHWICK ACT 2609
Minimum information required when submitting a complaint
» Account holder's full name
» Account username
» Daytime contact phone number
» Details of complaint - Dates, times, staff members spoken to
» Proposed outcome
Resolving the complaint
All upstream staff are generally capable of resolving the majority of complaints. Our main goal is to resolve your complaint with a fair resolution upon your first contact with us.
Upon receiving your complaint, you will receive an acknowledgement that it has been received within two working days.
If you are unsatisfied with the response, you can request that your complaint is directed to a senior staff member. Generally, all complaints are already handled by a senior staff member.
If your complaint has been lodged over the phone, you may be directed to a senior staff member in the first instance. In the situation that a senior staff member is not available to answer your call, please allow up to six hours for them to return your call. If you have called at the end of the working day they may try and contact you up until 9 pm AEST or return your call at the start of the next business day.
Outcome of a complaint
Some complaints are more complex than others and as such may take longer to resolve. We aim to provide a resolution at this level within five working days. We will not implement any resolution until acceptance is received from you.
We will advise you either verbally (via telephone) or in writing (via email or SMS) of the outcome of your complaint. If you prefer a specific method of contact, this may be requested when lodging your complaint.
A complaint is considered urgent if it falls under one of the following categories:
» If your service is about to be disconnected and/or this has happened in error.
Please note upstream does not offer the Priority Assistance scheme
You will find that all matters can be handled by upstream internal processes and we do require 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 upstream, you may seek complaint mediation or further assistance from the Telecommunications Industry Ombudsman
(Contact details of the TIO can be found on their website: http://www.tio.com.au/about-us/contact-us
Translating and interpreting services
If English is not your first language, The Department of Home Affairs provides a translating and interpreting service. They can be contacted on 131 450.
To contact upstream please go to the use any of the contact details located on our website upstreamtech.io or contact us at our number 1300 366 165
Revision of the Complaints Handling Policy
Jack Taylor Group Pty Ltd t/as upstream reserves the right to revise, amend, or modify the Complaints Handling Policy, our Internet Service Agreements and our other policies and agreements at any time and in any manner. Notice of any revision, amendment, or modification will be posted on the Internet at www.upstreamtech.io.au
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