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• Standard Form of Agreement (71Kb PDF file)
• Acceptable Use Policy (75Kb PDF file)
• Privacy Protection Policy (137Kb PDF file)
• All three above documents (276Kb PDF file)
• VoIP Service Terms and Conditions (85Kb PDF file)
• Complaints
• Content Guidelines

Complaints

Ace Internet Services is committed to providing our Members with the best possible ISP service. If at any time our service has failed to meet your expectations or you have a concern with us, we'd like you to tell us.

Your responsibilities and rights when making a complaint to Ace

If you are dissatisfied with any aspect of our service, please contact our support staff directly so we can resolve your problem as quickly as possible.

Where possible, we will try to resolve your concern at your first point of contact. If the our support staff are unable to resolve a complaint themselves they will transfer your complaint to a more appropriate person to ensure that your complaint is resolved to your satisfaction.

If you are not satisfied with the resolution, or if you feel that you have not received a fair hearing, your complaint will be escalated to a manager.

If you would like to lodge a complaint in writing, please write to us at:

Customer Care
Ace Internet Services Pty Ltd
Locked Bag 4000
Bowral 2576

You can expect an acknowledgement of your written complaint within 5 working days of our receiving it.

If your complaint is not resolved to your satisfaction by Ace, you may refer your complaint to the Telecommunications Industry Ombudsman (TIO). The TIO may also investigate complaints about breaches of consumer codes of practice developed by the Australian Communications Industry Forum (ACIF). The Ombudsman can be reached on 1800 062 058, or http://www.tio.com.au.

If your complaint is not resolved to your satisfaction by Telstra and your concern involves a carrier license or regulatory issue, you may contact the government industry regulator, the Australian Communications and Media Authority (ACMA), or alternatively, you may choose to seek independent advice.

Ace Internet Services has responsibilities and rights when managing a Member's complaint

• To continually improve our standard of customer service
• As an Ace Internet Services Member you have access to a complaint management process
• Our aim is to resolve all problems and complaints to your satisfaction at the first level, quickly and effectively
• As an Ace Internet Service Member you can expect to be kept informed of proposed actions, expected timeframes and the progress of the resolution of the complaint.