10 COMPLAINTS AND DISPUTES
10.1 Making complaints
(a) If you have any complaints in connection with the service , you may complain in writing (including by completing our complaints form on our website: ) or by calling us .
(b) We will handle your complaint in accordance with our complaints procedure. You may obtain a copy of this procedure from us or on our website]
(c) We will use our best endeavours to resolve your complaint, however if we are not able to resolve your complaint to your satisfaction, you can take your complaint through other avenues, such as the Telecommunications Industry Ombudsman, the Department of Fair Trading or Department of Consumer Affairs in your state or territory.
10.2 Suspension of payment obligations
Where your complaint is about a fee or charge for the use of the service , we may suspend payment obligations, for that fee or charge only, until the complaint has been investigated and resolved. All other fees and charges that are not in dispute are due and payable.
10.3 Complaints about loss of access to the service
Where your complaint is about a significant and sustained loss of access to, or use of, the service and the loss was not as a result of circumstances reasonably attributable to you or non PPS owned equipment , you may be entitled on request to a refund or a rebate of any access fees for the period in which your access or use was interrupted (including when an intervening event occurs). The service description may set out the way in which any rebate or refund is calculated.
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