PredictoMobile LLC (“us” or “we”) treats all complaints about the PredictoMobile Service (Service) seriously. We aim to provide a fair resolution to customer complaints in an accessible, flexible and efficient manner as provided for in this Complaints and Disputes Handling Policy (Policy).
We reserve the right to change the terms of this Policy at any time. Since any changes will be posted on this page, we encourage you to check this page regularly. Your continued use of the Service following any changes to this Policy will constitute your acceptance of these changes.
We recognize your right to complain about our Service and to have your complaint handled fairly, expeditiously and efficiently. We also believe that complaints serve as an important vehicle for customer feedback and can help us improve the Service and our customers’ experience.
We commit to:
Investigate all complaints about the Service that we do not reasonably consider to be frivolous, vexatious, or not made in good faith;
Maintain records of each complaint, and to provide these records to Australian Communications and Media Authority (ACMA) upon their request;
Share available complainant call log information relevant to a complaint with the complainant on request;
Notify each complainant of the outcome of their complaint (and in writing if the complainant requests); and
Where the complaint is made by a Minor, we will consider the following factors where relevant and within our knowledge:
whether the Service was used by a Minor;
whether the account holder consented to the mobile phone being used for the Service;
whether the account holder was aware (or ought to have been aware) of the cost and nature of the Service;
whether ads for the Service advised Minors to seek permission from the relevant account holder; and
whether the Service specifically targeted Minors.
Complaints may be lodged by phone, e-mail or by letter. You may make a complaint by calling us at our Customer Care Centre at 1800 42 91 56, by sending an e-mail to cs_support_au@predicto.com or writing to us at Level 34 AMP Tower 50 Bridge St. Sydney, NSW 2000. If you request, we will provide you with reasonable assistance in formulating and lodging your complaint.
We will endeavor to process all complaints in a timely and efficient manner. We will endeavor to acknowledge your written complaint within two business days of receipt and will advise you of the timeline for a response. Calls into Customer Care Centre will be taken as acknowledged when the complaint is made. Our customer care representatives are available 24 by 7 by 365 and will try to help you as quickly as possible, at the first point of contact.
If your complaint is more complex and might require some investigation, we will make every reasonable effort to advise you within two business days about:
what we need to do; and
approximately how long it will take.
If our Customer Care Centre representatives are unable to resolve your complaint themselves they will escalate your complaint to a more appropriate person to ensure that your complaint is resolved to your satisfaction. Where necessary, you will be kept informed of the progress of your complaint and our internal escalation process. We will endeavor to resolve escalated complaints within two business days of escalation and use best efforts to resolve escalated complaints relating to a previous complaint within one business day. We will endeavor to complete all investigations and provide you with a full response to your complaint within thirty days.
If you are not satisfied with our review of your complaint or with the way in which we have handled the matter you may:
seek advice from the Telecommunications Industry Ombudsman (TIO). The TIO can be contacted on 1800 062 058, or visit http://www.tio.com.au;
raise your complaint with Telephone Information Service Standards Council (TISSC). TISSC is an independent regulatory body that sets standards for the message content and advertising of any Australian telecommunication service with the prefix 190, in the form of a Code of Practice;
make an enquiry or lodge a complaint by contacting TISSC on 1300 139 955;
raise your complaint with the ACMA. ACMA is responsible for the regulation of broadcasting, radio communications, telecommunications and online content. If you have a complaint that raises wider telecommunications policy issues or is outside the TIO's jurisdiction, you may wish to raise it with the ACMA by calling 1300 850 115. Other ACMA contact details are available at www.acma.gov.au;
take your complaint to the Department of Fair Trading or Consumer Affairs in your state or territory; or
also choose to seek independent legal advice from a solicitor.
We review our complaint handling procedures and systems on an ongoing basis to ensure that they are effective and to highlight any need for improvement.
