Ooma Office for WeWork Code of Practice for Complaints Handling

Last Updated: August 9, 2017

  1. Purpose

    We make every effort to ensure that our customers are happy with our service. However, despite our best efforts, we understand that things can go wrong. As an Ooma customer, you are encouraged to make a complaint to us if you feel any element of our service or our personnel is not to your satisfaction. This Code of Practice outlines our policy and procedures for the handling of verbal and written customer complaints. Complaints by customers with a disability can be made by a third party acting on their behalf. We take customer complaints very seriously, and we aim to resolve them quickly and efficiently.

  2. How to Report a Complaint

    If you have a complaint about any part of our service, please:

    • contact our Customer Support Team at the following free to call number 800 4433 1345; or
    • create a support ticket within the WeWork member portal.

    If you submit a written complaint, please ensure that all information relevant to the complaint is included in the written submission, including the subject matter of the complaint and the factual scenario.

  3. How We Will Handle Your Complaint

    • Our objective is to respond to and resolve the vast majority of enquiries or complaints during your initial telephone call to us or when you create a support ticket within the WeWork member portal.

    • Upon our Customer Experience team receiving a complaint, we will acknowledge your matter via telephone or email within one (1) business day.

    • We will endeavour to resolve your complaint within eight (8) weeks.

    • We will keep you informed every five (5) business days of the progress of your complaint, proposed actions and the expected timeframe for resolution of any such actions.

    • We will always advise you of the outcome of your complaint. Where you have requested us to do so, we will advise you in writing and in a preferred format indicated but normally it will be via email to your registered email address.

    • Once we have responded to your complaint to your satisfaction, we will require your acknowledgement via email or post that the complaint has been appropriately resolved and you are happy for us to close the case. If we do not get a response after five (5) business days we will assume the case to be closed.

  4. Procedure for Resolving Your Complaint

    • Each complaint is received within one (1) business day and reviewed by a customer support representative. If the representative is unable to assist in the complaint, the complaint is escalated to a customer support supervisor. Complaints arising from technical issues will be escalated to our engineering team or third-party carriers and are typically resolved within three (3) to five (5) business days.

    • If you are unhappy with the way in which your complaint has been handled, or if your complaint cannot be resolved by our Customer Support Team, it will be automatically escalated to the Director of Customer Service for further investigation and determination. The Director of Customer Service will consider the case and make a determination within five (5) days of receipt. Complaints received from customers experiencing significant harm, urgent complaints, complaints from vulnerable customers and repetitive complaints may, at our discretion, also be referred for escalation.

  5. Alternative Dispute Resolution ("ADR") in the Case of Failure to Resolve a Complaint

    • You may avail of the ADR scheme of the Ombudsman Services if we agree to issue you with a deadlock letter. We will not issue you with a deadlock letter if:
      • 1) we have genuine and reasonable grounds for considering that the complaint will be resolved in a timely manner;

      • 2) we reasonably consider the complaint to be vexatious; or

      • 3) the subject matter of the complaint is outside the jurisdiction of the Ombudsman Services' ADR scheme.

    • You may avail of the ADR scheme of the Ombudsman Service if your complaint remains unresolved to your satisfaction eight (8) weeks after it is first brought to our attention and we have issued you with written notification of your right to go to ADR, unless:
      • 1) it is reasonable to consider the complaint to be vexatious; or

      • 2) the subject matter of the complaint is outside the jurisdiction of the Ombudsman Services' ADR scheme.

    • The Ombudsman Service is an independent dispute resolution service who can assist in resolving a dispute between a member company and individual customers and business customers with ten employees or less. They will consider both sides of the complaint and arrive at a decision. As an Ombudsman Service member, we are bound by that decision, however you are free to reject it and pursue other remedies.1

    • Contact details for the Ombudsman Service are as follows:

      The Ombudsman Service
      Ombudsman Services: Communications

    1 Ooma is a member of the Ombudsman Service which is approved by the communications regulator, Ofcom, for the handling of consumer and small business disputes. The Ombudsman Service is a free independent approved dispute resolution service and is set up to resolve customer and small business disputes.
    PO Box 730
    WA4 6WU
    By email: osenquiries@os-communications.org
    Web site: http://www.ombudsman-services.org/communications
    Tel: 0330 440 1614
    Fax: 0330 440 1615
    Textphone: 0330 440 1600