"Dispute" refers to matters other than Technical Problems. All Technical Problems should be referred to Technical Support in the event you are unable to resolve them by reading our Online Help.

Customer Disputes with Chariot Pty Ltd should be made in writing and sent to:

Manager - Customer Relations and Personnel
Chariot Pty Ltd

Postal:
Office Locations

Email:
service@chariot.net.au

Customers should include full details of the dispute and copies of supporting documentation. Customers should also include their account details as well as relevant contact details such as home, work, mobile telephone numbers and postal address.

Alphalink will acknowledge receipt of the dispute within five working days of having received it. Acknowledgement will be either verbally or in writing unless the complainant specifies a preference for one or the other.

The Acknowledgement will include advice as to the complexity of the investigation and the time frame within which it can be expected to be completed. Finalisation will generally be within thirty days. The complainant will be regularly appraised of the situation where this is not the case.

Customers may contact the manager for updates with respect to the progress of their dispute.

Alphalink will advise the customer of the outcome of the dispute. The outcome will be made either verbally or in writing unless the complainant specifies a preference for one or the other.

Where Alphalink considers a dispute to be frivolous or vexatious, Alphalink will advise the customer of its decision not to investigate. The complainant may then refer the matter to the Telecommunications Industry Ombudsman; or

Where appropriate, either party may refer the dispute to the Institute of Arbitrators and Mediators Australia for arbitration in accordance with, and subject to, the Rules for the Conduct of Commercial Arbitrations of the Institute of Arbitrators, Australia. During such arbitration, a duly qualified legal practitioner may represent both parties.

Full details of the dispute resolution process for each dispute will be recorded on Alphalink's Support Tracking System. Data is collected and analysed for the the purpose of identifying Systemic Problems and to provide the basis for Complaint Reporting under the regulatory and self regulatory regimes.

Data is analysed once every six months for Systemic and Recurring Problems.

Data will be held for a minimum of two years after the dispute has been closed.

Alphalink's Dispute Resolution Process is due for review on the 15th August, 2004.

Alphalink complies with the Complaint Handling Industry Code registered by the Australian Communications Authority.