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If you wish to appoint an Authorised Representative to deal with QCS Group on your behalf, please download and complete the form by clicking on the button below.
When you appoint an Authorised Representative you are giving the person you appoint the authority to deal with us on your behalf as your agent. This means that the Authorised Representative has the power to act and access information as if they were you. This includes making complaints, changing account details or terminating a contract. You can of course specify limitations of your Authorised Representative's rights.
Please note that only account holders can appoint an Authorised Representative. If you wish to appoint more than one Authorised Representative, please complete one Authorised Representative Form for each person you wish to appoint. You can appoint up to three Authorised Representatives.
Please click on the buttons below to view the PDF Critical Information Summary for the given solution.
SOHO Full Throttle ADSL/ADSL2+
You have a right to complain, and if you do we will deal with your complaint in a fair, efficient, objective manner and through a transparent process. We strive to solve any problems you may have during your first contact with us. Our complaint handling process complies with the requirements of the Telecommunications Consumer Protections Code C628:2012 (TCP Code) and responsibility for compliance with the process lies with our Chief Executive Officer.Free of charge:
We will not charge you for dealing with your complaint in most instances, and we will never charge you without telling you first.
We may charge you to recover our costs in very specific circumstances only, i.e. we may charge you where you request information that was collected more than two years ago or where you request information that is not free of charge as per our Standard Form Customer Contract or our Critical Information Summary.
If cost recovery charges apply, we will tell you before charging you (and you may of course choose not to pay and discontinue your complaint) and we will inform you about your options for external dispute resolution, e.g. the Telecommunications Industry Ombudsman (TIO).
If you wish to complain, please contact us:
|Telephone:||1300 858 723|
|Fax:||1300 785 685|
Or visit us at one of our offices:
North Brisbane Office:
Shop 2, 107 Morayfield Road, Morayfield, QLD 4506
Unit 19, 256-258 Musgrave Road, Coopers Plains, QLD 4108
If you are calling us from a landline, your call is billed at the rate your provider charges for calling 1300 numbers. Note that calling us from a mobile may be more expensive.
We will help you in formulating, lodging and progressing your complaint if you request this.
Of course you can appoint an authorised representative or advocate to make a complaint on your behalf. For help with how to appoint an authorised representative, please go to http://www.qcsgroup.com.au/customer-service/
We will acknowledge your complaint immediately if you complained in person or talked to us over the phone, and within 2 working days if you have lodged your complaint through any other channel including where you left a message on our answering machine (e.g. outside our office hours).
When we acknowledge your complaint we will give you a unique reference number or similar to enable you to easily follow up on your complaint. We will also give you an indicative timeframe for resolving your complaint. You can follow up on your complaint by calling us on 1300 858 723 or emailing us at email@example.com.
Our goal is to always fix your problem during your first contact with us.
Sometimes this is not possible and we need to investigate the matter. We will then agree with you on how to fix your problem (this may include waiving of fees or other commercial solutions) and advise you accordingly within 15 working days of receiving your complaint. We will advise you in writing if you request this.
Occasionally it may take longer than 15 working days to investigate your problem and in this case we will explain why and give you a new expected timeframe.
If the delay is more than 10 working days (and is not the result of a Mass Service Disruption) we will also inform you about your options for external dispute resolution such as the TIO.
Once we agreed on how to fix your problem, we will implement all actions required to fix the issue within 10 working days, unless you agreed otherwise or unless you have not done something that we needed you to do and we cannot proceed because of this.
If you tell us that you are not satisfied with the complaint timeframes, its progress or the outcome or if you tell us your complaint ought to be treated as urgent, we will escalate your complaint internally. If you are still dissatisfied, we will inform you about your options for external dispute resolution such as the TIO.
We will never cancel your service only because you have contacted an external dispute resolution scheme.
We encourage you to always contact us first if you experience any problem or are unhappy. We will do our best to solve your problem during our first contact. You can contact the TIO as follows:
|Phone:||1 800 062 058|
|Fax:||1 800 630 614|
Online: http://www.tio.com.au/making-a-complaint The services of the TIO are free of charge.
The Telecommunications Consumer Protections Code C628:2012 defines Financial Hardship as a situation where a customer is unable to discharge of the financial obligations in relation to our services but where the customer expects to be able to do so over time if payment arrangements are changed.
We encourage you to contact us if you experience any difficulties paying our services. Please contact us by calling 1300 858 723 if you would like to discuss any Financial Hardship matters with us. You can do so from 8:30am to 5:00pm Monday to Friday (excluding public holidays).
When assessing your eligibility for Financial Hardship, we may ask you to provide certain documents such as
We may not be able to make an assessment of your circumstances if you do not provide us with the requested information. We may use the information you provide as well as other information available to us. Once we received all required information, we will let you know within 7 working days whether you are eligible for assistance under our Financial Hardship Policy.
If you are eligible, we will work with you to come to an arrangement that allows you to pay your outstanding charges in a way that does not worsen your financial position. Where appropriate we will discuss means with you how to limit your spend (this may include barring some service features) during the time of our arrangement and thereafter.
Once we come to an agreement we will put this in writing via letter or email to you. You must inform us if your circumstances change (for better or for worse) during our arrangement. We will not charge you for assessing your Financial Hardship circumstances or for administering the matter.Finding a financial counsellor:
You can talk to a phone financial counsellor from anywhere in Australia by ringing 1800 007 007 (minimum opening hours are 9.30 am ? 4.30 pm Monday to Friday). This number will automatically switch through to the service in the State or Territory closest to you.
Alternatively, you can find the financial counselling service nearest to you by visiting http://www.financialcounsellingaustralia.org.au/Corporate/Find-a-Counsellor.
If you are a residential customer, we will help you control your spend by providing you with notifications via email when you reach 50%, 85% and 100% of your data allowance that is included in your broadband plan.
Usage notifications do not occur in real time but with a delay of up to 48 hours after you actually reached the respective thresholds.
There may be other ways of keeping your spend on track, such as choosing an internet plan without excess charges (which means that your speed is shaped/slowed down once you used up your included data allowance) or monitoring your spend by either calling us on 1300 858 723 or emailing us at firstname.lastname@example.org. Please contact us for more information.Estimate your data usage:
The table below may be of assistance to gain a better understanding of how much data you are using. This may help you choose the right service and avoid unexpectedly high bills. Please note that actual usage will depend on the device used, the technology used (ADSL) and other factors. The information below is based on averages and provides estimates only.
|Email text only||30 - 50 KB|
|Email with attachment, i.e. document or photo||400 KB - 4 MB|
|Website viewing||1 MB|
|Streaming video/minute||7 MB (ADSL1), 30 MB (ADSL2), Higher on higher speed connections such as Ethernet, Fibre, Wireless Ethernet.|
|Streaming music/minute||1 MB|
|Downloading a song||6 MB|
|Downloading an app||30 - 100 MB|
|Uploading a photo||4 MB|
|Making a video call with an app/minute||6 MB (ADSL1), 18 MB (ADSL2), Higher on higher speed connections such as Ethernet, Fibre, Wireless Ethernet.|
Your service is provided using primarily the AAPT, Telstra, Big Air and ECN network. QCS Group utilises a mix of different providers as needed to provide you the best solution possible. Some of our other partners include: TPG, Commander, Netregistry, Microsoft, and M2. We are responsible for the service that we are providing to you, and we will be there to help in case you have any feedback or wish to complain.
We will bill you on a monthly basis and your bill will either be mailed or emailed to you depending on your preference.
You can pay your bill via direct debit or credit card. Please note that some credit card companies may charge fees which are passed down to you.
Our financial hardship policy is available here: http://www.qcsgroup.com.au/customer-resources/
Where we supply hardware, e.g. a modem, router, 3G Dongles etc., you are most likely entitled to a warranty under the Competition and Consumer Act and we are responsible for dealing with any warranty matters on your behalf with the manufacturer. Details of the warranty can be found on the warranty cards supplied with the hardware we have provided you. Please retain these warranty cards for warranty claims.
If you would like to appoint an authorised representative who deals with us on your behalf or if you wish to use an advocate, please contact us. If you wish to appoint an authorised representative, please use this form:
We are here to help! Please contact us if you wish to give feedback or make a complaint. A summary of our complaint handling process is available here: http://www.qcsgroup.com.au/customer-resources/