Complaints Handling & Feedback Policy

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TitleComplaints Handling & Feedback Policy
Note: This article covers Melbourne IT DPS customers only.

Should you wish to escalate your concerns or provide feedback on an experience where you have received less than expected levels of service, or a positive service experience, during your contact with Melbourne IT, please advise the staff member with whom you’ve been communicating.

Our customer service staff are trained to escalate concerns to their immediate manager or team leader at the time of the call and/or email contact. Alternatively, someone can arrange to call you the current or next business day. Whether or not we will call you depends upon the date and time of call and availability of the individuals in the leadership teams.

If your complaint has been raised to the leadership teams and you have still had either no response, or a response that you feel has been inadequate, you can contact our Feedback Management Team.

Please summarise your issue, including your account reference, your full name and contact details via email to

Alternatively, you can contact us by post:
Critical Care
Melbourne IT 
PO Box 270
Broadway, Sydney NSW 2007

On submission of a complaint and/or feedback via email, you will receive an automated tracking number by return email. All future communication in regards to that matter should reference your tracking number. We will try our hardest to contact with you within 48 business hours from receipt of your feedback. If you do not receive a tracking number, it means Melbourne IT have not received your complaint. In this instance, please contact our helpdesk and an operator will assist you in submitting a written complaint. 

We welcome any feedback, both positive and negative, regarding your experience(s), our policies and processes, staff, our conduct in the industry as a domain and service provider and any general industry concerns you may have. We strive every day to improve our service to you.  All feedback will be attended to by either a senior member of our management staff, or a member of our executive team.

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