Complaints handling policy 

At Connected Farms we are committed to providing high quality Products and Services to You, Our customer. We understand the importance to farmers and growers of having a Service that works and is reliable. However, despite Our best efforts, sometimes things may go wrong and You may have a complaint about Our Product or Services.  

 

What is a complaint?

You have the right to make a complaint free of charge. A complaint is the expression of dissatisfaction made to Us in relation to Our Products, Services or Our complaints handling process and where a response or resolution is expected by You.  

Contacting Us to request technical support or troubleshoot a Service issue is not necessarily a complaint. But, if in doubt, We will ask you to confirm if You wish to make a complaint.  

 

How do I make a complaint? 

If You wish to make a complaint, You can contact Us by any of the following methods:

• Phone: Call Our Customer Service Team on 1800 497 148; or  
• Email: customersupport@connectedfarms.co; or
• Online: Visit Our Customer Support Portal at: 
  https://www.connectedfarms.co/customer-portal; or
• Post: Write to Us at: 
  Connected Farms Pty Ltd 
  1/9 Enid Street 
  TWEED HEADS  NSW  2485 

and include Your name, contact details, what Product or Service the issue pertains to, and a brief description of Your complaint. 

Please tell us if You consider Your complaint is Urgent. 

A matter is considered Urgent if, as a result, you are suffering from Financial Hardship according to Our Payment Assistance Policy or if the issue with the Service or Product results in a situation that is dangerous to you or others. 

Our Customer Support Team is also available to assist if You have accessibility requirements, a disability, come from a non-English speaking background or are suffering financial hardship. 

You may also nominate an authorised representative or advocate to make a complaint and liaise with Us on Your behalf.  If You do so, You must give us permission to speak with Your authorised representative on Your behalf.  

 

How do we handle Your complaint? 

We will treat You with respect, courtesy and fairness during the handling of Your complaint.  

We will acknowledge Your complaint immediately if You contact Us by phone, or within 2 working days of receiving it if You contact Us by email, online or post.  

We will also provide You with the name and contact details of the person who will handle Your complaint and the expected timeframe for resolving it.  

You will be provided with a reference number to track the progress of Your complaint and to support linking of any related, additional information or feedback you may provide to Us. 

We will investigate Your complaint and try to resolve it as quickly as possible. We will keep You informed of the status and outcome of Your complaint. We will also advise You of any options or remedies that are available to You. 

 

How do we resolve Your complaint? 

We understand that the Products and Services that We provide You and their operation is important to You. We aim to resolve any issue with Your Product or Service as quickly as possible. We will endeavour to fix the issue straight away; however, if We cannot promptly resolve Your complaint, We will investigate further and get back to You with an update as soon as We can.  

For general complaints

We will confirm to You Our proposed resolution of Your complaint no later than 15 working days of receiving Your complaint.   

We will implement the resolution to general complaints no later than 10 working days of You accepting Our proposed resolution.   

We are unable to implement any proposed resolution until You have accepted it.  
You will need to do this via phone, or in writing via email, online or post once You receive Our proposed resolution. 

We will not close Your complaint without Your consent, unless You have escalated Your complaint externally or where We have not been able to contact You for more than 10 working days. 

For complex complaints

Where We may require more time to confirm to You Our proposed resolution, We will inform You of the reasons for the delay and the expected date of resolution.  

If the delay will be longer than 10 working days to that set out above for general complaints, We will advise You of Your options for external dispute resolution.   

If You are not satisfied with Our response or the way We handle Your general or complex complaint, We will review Your complaint and try to resolve it to Your satisfaction. We will also advise you of any further options or remedies that are available to You, such as arbitration, mediation, or legal action. External dispute resolution options may involve the Telecommunications Industry Ombudsman (TIO). 

We will close Your complaint in circumstances where we receive Your consent to close the complaint, We have been unable to contact you after 5 separate attempts over a 10 working day period.  

If you are still not satisfied, you can seek external dispute resolution from the TIO via phone: 
1800 062 058.   
The TIO can only assist if You have already tried to resolve Your complaint with Us and You are not satisfied with the outcome or the process.  

 

How do we improve Our complaints handling? 

We value Your feedback and use it to improve Our Products and Services. We regularly monitor, review, and analyse Our complaints handling policy and process to identify any issues, trends, or areas for improvement.  

We aim to provide You with the best possible customer experience and to prevent or minimise any future complaints.