Customer Support Charter

1. Our Promise

SIP Connect was founded in 2008 to give Australian businesses the kind of communications support that larger providers stopped offering — people who answer, know your account, and take responsibility for fixing things.

• You will speak to a real person, based in Australia.
• We take ownership of a problem, including when it sits with a carrier.
• We tell you what is happening, in plain language, without jargon.
• We do what we say we will do, by the time we said we would.
• If we get something wrong, we say so and we fix it.

2. Support Channels

2.1 Accessibility

If you need an interpreter, call the Translating and Interpreting Service on 131 450 and ask them to call us. If you are deaf, or have a hearing or speech impairment, you can contact us through the National Relay Service at accesshub.gov.au. Tell us if you have an accessibility requirement and we will record it against your account so you do not have to explain it again.

3. Support Hours

Our Service Level Commitment sets out our response targets in detail.

4. What You Can Expect From Us

• A prompt answer, and a ticket reference you can quote.
• An engineer who reads the history before asking you to repeat it.
• Clear, jargon-free updates at the frequency we have committed to.
• Honest timeframes, including when a carrier controls the outcome.
• Confirmation in writing of any change we make to your service.
• Respect for your time — we will not ask you to chase us.

4.1 Proactive service

• We monitor our platforms and will often know about an incident before you do.
• We contact you when we see unusual usage that may indicate fraud.
• We review your services periodically to make sure your plan still fits.

5. What We Ask of You

• Keep your authorised contacts and site details up to date.
• Give us the detail we need to reproduce a fault — a number, a time, an example.
• Let us know when your business is changing: new sites, more staff, a move.
• Give us access when a technician needs to attend, and let us know if plans change.
• Pay on time, or talk to us early if you cannot.
• Treat our team the way you would want your own team treated.

6. Respectful Behaviour

Our team is here to help, and they are entitled to a safe workplace. Almost every interaction is a good one, so this section is short.

• We do not accept abusive, threatening, discriminatory or intimidating behaviour toward our staff.
• If a call becomes abusive, our staff may end it, and they will tell you why first.
• Where behaviour is serious or repeated, we may restrict contact to a single written channel, or to a nominated manager.
• Serious threats will be reported to the police.

None of this affects your right to complain, to escalate, or to take a matter to the Telecommunications Industry Ombudsman. Being unhappy is entirely legitimate; how it is expressed is what this section is about.

7. Escalations

1. Ask the person you are speaking with to escalate — no explanation needed.
2. A team leader will review your ticket and contact you.
3. If you are still not satisfied, ask for a manager review under our Complaints & Feedback Policy.
4. You can contact the Telecommunications Industry Ombudsman at any time on 1800 062 058.

8. Feedback

Tell us how we are doing. Email feedback@sipconnect.com.au with a compliment, a complaint or an idea. We read all of it, we pass compliments on to the person concerned, and we review themes with our management team quarterly.