Last Updated: August 9, 2017
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.
If you have a complaint about any part of our service, please:
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.
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.
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.
Alternative Dispute Resolution ("ADR") in the Case of Failure to Resolve a Complaint
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.
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
The Ombudsman Service
Ombudsman Services: Communications