Crazy John’s Complaints Handling Policy (Large Print Version)

This policy has been developed by Crazy John’s in accordance with ACIF Industry Code - Complaint Handling. No legal rights arise under this document.

Complaints Handling Policy

This Complaint Handling Policy aims to:

Provide a framework for Crazy John’s employees to work with when handling Complaints from Customers;
Ensure consistency within Crazy John’s in handling and resolving Complaints from Customers; and
Assist Crazy John's commitment to provide quality products, services and customer service.

Crazy John’s defines the term complaint as any expression of dissatisfaction or grievance made to Crazy John’s by a Customer or member of the public with any product or service of Crazy John’s, not including a request for information.

Lodgment of Complaints

Crazy John's customer service consultants will provide reasonable information and assistance to ensure that Complaints are lodged effectively.

Complaints may be lodged in the following ways:

Phone: By phoning 13 22 99 – 24 hours a day, 7 days a week (free call from your Crazy John’s mobile within Australia)
Email: Electronic mail to customerrelations@crazyjohns.com.au
Fax: Fax to (03) 9682 9211
Mail: Customer Relations,
PO BOX 3083, South Melbourne
VIC 3205

Web Chat: Live instant messaging at crazyjohns.com.au

Complaints will be acknowledged and Customers can be advised of a reference that can be used to identify progress of their Complaint.

Crazy John’s has established, and will continue to develop, quality processes for the efficient acknowledgement and processing of complaints.

Response of Complaints

Complaints will be processed in a timely and efficient manner. Continuous improvement and training will be utilized to ensure complaints are resolved promptly and courteously.

Crazy John’s goal is to manage our customer's expectations realistically. This involves the careful examination of each complaint and offering a resolution on the basis of that analysis.

Records/Systems

All Complaints are recorded and analyzed to ensure that our Complaint Management processes comply with this policy.

Systemic trends and recurring problems will be identified and feedback provided to the relevant departments to improve current processes.

Review of Complaint Handling Process

Crazy John's complaint handling procedures and systems are periodically reviewed to ensure optimum effectiveness and highlight any need for improvement.

Escalation of Complaints

Crazy John's goal is to finalize complaints at first contact.

Where necessary, Customers will be kept informed of the progress of their complaint and Crazy John’s internal escalation process.

Where a Customer has exhausted their avenues for addressing their Complaint within Crazy John’s or finds those avenues unacceptable, we will advise of external channels for escalation, such as the Telecommunication Industry Ombudsman (TIO).

Access

If you have difficulties understanding English, and wish to make a complaint, please call the Translating and Interpreting Service on 13 14 50 and ask for an interpreter to assist.

For communications assistance, call the National Relay Service on 13 36 77.

We also provide this summary in large print for the visually impaired online at crazyjohns.com.au/terms.

Version: 081127 Complaints Handling Policy

All offers subject to change and available whilst stocks last. 1) Network Locking: Prepaid handsets are locked to the Crazy John’s network, a $70 fee applies if network locking is removed within the first 6 months from activation date. Postpaid handsets are locked to the Vodafone or Crazy John’s Network, charges may apply to unlock, check handset box for details. 2) Credit Expiry: Prepaid - 30 day credit expiry applies, use your credit on standard talk, text and more, some services excluded. Postpaid - 1 month credit expiry applies, Crazy John’s fair use policy applies, the amount of credit available on certain call types is restricted. 3) Crazy Caps: Available to approved customers who connect to the $19/$29/$49/$79/$99 Crazy John’s Cap for 12 or 24 months. Minimum monthly commitment is $19/$29/$49/$79/$99 respectively. The minimum cost to the customer on the $19/$29/$49/$79/$99 plan over 24 months is $456/$696/$1176/$1896/$2376 and over 12 months is $228/$348/$588/$948/$1188, plus any additional usage above the included value, plus monthly handset repayments over the term of the contract if applicable. Early Exit Fee of $9.50/$14.50/$24.50/$39.50/$49.50 respectively x months left on contract applies if not connected for 12 or 24 months. 4) CrazyTalk: Bonus talk time from Crazy John’s to Crazy John’s mobile services within Australia. Prepaid services require an active credit balance (minimum $0.10) to use CrazyTalk. 5) Free Gift: Offer is valid for a limited time and only to approved customers on selected plans. 6) RRP: Refers to the suppliers Recommended Retail Price for Australian retailers. Click here for full terms and conditions on all Crazy John's services. 7) Vodafone Caps: Approved customers only. Minimum monthly spends respectively: $29, $49, $79, $99 & $129; minimum total costs over 24 months respectively: $696, $1176, $1896, $2376 & $3096; Early Exit Fees respectively: $29, $49, $79, $99 & $129 x months left on the contract – these costs exclude additional or excluded call and service costs (if applicable). Vodafone live! downloads and some services excluded. Vodafone Pty Limited ABN 76 062 954 554. Click here for full terms and conditions on all Vodafone services.