Escalation process

Freshtel Australia’s escalation process is designed and structured to give you fast and efficient resolution of your issue at the first point of contact – our Customer Service Team. You can expect that each and every Customer Service Officer (CSO) will do their utmost to provide a solution for you on your first call to Freshtel.

If at any point during the complaint handling process you feel that your issue is not being addressed the way you would like, please make sure that you immediately ask the staff member to clearly explain the escalation options available to you before proceeding any further.

Level 1 – Your first contact with us

Customer Service Officer
Freshtel’s CSO’s are empowered and trained to listen actively to your issue, whether it is simple or complex, and make fair and reasonable decisions to resolve the problem.

Level 2 – Escalation to Management

Call Centre Manager (CCM)
If your complaint has not been resolved by the CSO, then you will be escalated to the Call Centre Manager. If the CCM is not available at the time you call, you will be provided a name and the CCM can call you back at a time that suits you. If the CCM is not available when you require a call back, an alternative contact will be arranged. The CCM offers overall accountability for resolving your issue.

Level 3 – Independent Review

Campaign Manager (CM)
Our Campaign Mangager sits outside of the Freshtel Australia structure, and directly reports to the COO of Freshtel Holdings. The CM, after careful review of your issue, will make a recommendation on a fair and reasonable resolution.