Initial Process

Our internal complaints process is designed to encourage the fast and efficient resolution of any issues you may have at your first point of contact.

Hosting Solutions ensures that at all times all staff and consultants who deal with (or are likely to deal with) clients, have the ability to resolve your concerns by making a valued decision at the time of your call.

For more complex matters you may transferred to our Complaints Officer or Deputy Complaints Officer.

If the Complaints Officer or Deputy Complaints Officer is for any reason unavailable we will forward immediately your name, telephone number, and description of the product or transaction to which your complaint relates for action by them within two (2) business days. Hosting Solutions undertakes not to charge any fee in respect to any complaint made.

Investigating a Customers Complaint

A client’s complaint will not be investigated by the Complaints Officer or Deputy Complaints Officer if they are in any way involved in the subject matter of the complaint.

Timeliness

We will provide a written acknowledgement of receipt of your complaint promptly, unless the complaint is resolved in the meantime. We will ensure that a substantive response is given to your complaint as soon as possible, but within seven days of receipt of your complaint. If we cannot respond to your complaint within seven (7) days, we will inform you of the reasons for the delay

We will have substantially responded to your complaint if we:

• Accept the complaint and, if appropriate, offer redress, or
• Offer redress without accepting the complaint; or
• Reject the complaint

Written Response to a Client

We will give you a written response to your complaint and the reasons for reaching a particular decision on the complaint and will adequately address the issues that are raised in your complaint. Where practicable, our response will refer to applicable provisions in legislation, Codes, Standards or Procedures.

Remedies

If we accept your complaint and are of the view that it is appropriate to offer redress to you, that redress may be non-financial as well as, or instead of any direct financial consideration. We will, when determining the appropriate remedy, take into consideration the extent of loss or damage suffered by you, relevant legal principles and other relevant codes of conduct and concepts of fairness and relevant industry best practice. We strongly suggest that you read our full policies on all matters pertaining to your account and its use as contained on our Website Policy

This includes our Policies & Agreements on the following matters:

• Acceptable Use Policy
• Payment Terms
• Privacy Policy
• Termination & Suspension
• Terms of Website Use

Refunds and Credits are subject to the individual Services actually provided by Hosting Solutions  and may vary from service to service. All clients are required to carefully read all the specific Terms and Conditions applicable to their service prior to placing or confirming any orders for these services. In certain circumstances refunds for services are not available.

Data Collection

We will keep data concerning your complaint in such form and manner as we think fit and will enable analysis according to:

• Type of complainant;
• Subject of complaint;
• Outcome of complaint;

Timeliness of Response

So that we can systematically reduce recurring problems, we will as far as is practicable and relevant, classify complaints according to the particular provision of the TIO Position Statements alleged by you to have been breached.

Subject to legal constraints including constraints as to privacy, we will make available data collected in respect of your complaint to nominated parties if so requested.

Review

We will review our Internal Dispute Resolution Procedures every six months to ensure that our complaints systems are operating effectively.