OUR COMPLAINTS PROCESS

We recognise that sometimes things can go wrong. If you feel that at any stage you are not satisfied with the service you have received from Xchanging, we would like to hear your feedback and concerns as soon as possible. This gives us the chance to fix anything that has gone wrong and provides us with the opportunity to resolve issues immediately.

We will respond promptly and effectively to any issues or concerns that you raise with us.

If you are dissatisfied with our service for any reason, or you have suggestions on how we can improve our service delivery, please let us know through any of the following contact points:

• Call our Customer Advocate Team on (03) 9947 3040 or
  (03) 9947 3118, or toll free on 1800 801 070
• Email us directly via our email address at customer.service@au.xchanging.com
• Write to us:
      Customer Service
      Xchanging
      GPO Box 751
      Melbourne 3001
• Visit us directly:
      Customer Service
      Level 10, 390 La Trobe Street
      Melbourne 3001
• Or you can complete this Customer Service Feedback form below and provide us with your comments/feedback or suggestions

Once your complaint has been received, we will acknowledge receipt within 24 hours.

Click here to download a copy of the Complaints Process Overview, which outlines each step of the complaints process.

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