Poor customer service
We understand how frustrating it can be when you reach out for help and don’t get the support you need. Whether it’s unanswered emails, long wait times, or incorrect information, poor customer service can affect your experience and confidence in your provider.
This page will tell you common customer service issues, what you can do to try and resolve them with your provider and what you need to do if you want to make a complaint.
Common customer service issues
Here are some common issues with customer service that may lead to a complaint.
Delays in response
If you’ve sent your provider an enquiry or complaint they’re expected to acknowledge and respond to you. They must do this within a reasonable timeframe which is usually within 5–10 business days.
Lack of follow-up
If you had an issue with your provider and it was supposed to be resolved or escalated to a supervisor and you’ve received no follow-up, or if you’ve had to follow up multiple times without progress, this may be grounds for a complaint.
Rude or unprofessional behaviour
You have the right to be treated with respect. If a representative from your provider was rude, dismissive, or unprofessional, that may be grounds for a complaint. This includes behaviour on the phone, in person or in writing.
Inaccurate or misleading information
If you were given incorrect advice or misleading information this can cause further issues and confusion. Providers are required to give clear, accurate and helpful information under customer service standards.
Accessibility or vulnerability concerns
If need help from your provider and experience language barriers such as speaking English as a second language, living with a disability, or financial hardship, your provider should be offering you support or flexibility. If they have not done this it could be considered poor service.
What to do if you're experiencing poor customer service
If you’re experiencing poor customer service from your provider, you should talk to them first and try to resolve the issue. Make sure to keep a record of dates, names, and what was said or promised during the poor experience. This helps if you need to ask to have your complaint escalated to a supervisor. Providers are required to have a clear internal complaint handling process, which you can usually find on their website.
You can contact us if you’ve tried to resolve the issue and:
- you haven’t received a response within a reasonable timeframe
- the response wasn’t helpful or appropriate; or
- the issue keeps happening or has caused you inconvenience or hardship.
We’ll work with you and your provider to resolve the issue.
Ready to make a complaint?
To make a complaint with EWOQ you can complete our online form.
If you're unable to make a complaint online or need additional help, you can call us on 1800 662 837. We're available from 8:30am to 5:00pm every weekday except Tuesday when we open at 9:30am.