CUSTOMER SERVICE POLICY
Introduction

Zippie Mobile has developed its customer complaint policy in accordance with AS ISO 10002:2006. Zippie Mobile is committed to providing good quality services to its customers and recognises the value of complaints as an important tool in monitoring customersatisfaction.

Purpose

At Zippie Mobile our aim is to provide quality service and if an issue arises and the customer is not happy or we have not met their expectations then we have a process in place to deal with this in appropriate manner.
Our policy is to deal with all customer complaints in a professional and timely manner. Zippie Mobile will work with the complainant to establish a resolution that is fair to all parties and accurately reflects Zippie Mobile´s Terms and Conditions and all relevant codes and guidelines.

Definition of a Complaint

The AS ISO 10002:2006 definition of a complaint is: “An expression of dissatisfaction made to an organisation, related to its products/ services, or the complaints handling process itself where a response or resolution is explicitly or implicitly expected”.

Visibility and Accessibility

ZippieMobile´s complaint policy is available to all customers, contractors, employees and regulatory bodies via:

Complaints can be made:

  •  By letter – through e-mail.
  •  Verbally- over the phone
Responsiveness and Timeliness

Ensuring that complaints are acknowledged and met in a timely and effective manner is a major factor in determining a satisfactory outcome. ZippieMobile will ensure that all complaints are acknowledged within 24 hours days of receipt of complaint. Resolution will be sought within 5 working days of receiving the complaint. If it is considered that more time will be required to investigate the complaint, the customer will be kept informed of the progress of the investigation.