Sinch Complaints Handling Policy

1. Policy statement

Sinch is committed to handling complaints fairly, efficiently and effectively. We treat every complaint seriously and aim to resolve your concerns as quickly as possible.

This policy is endorsed by Sinch’s senior management. References in this policy to Sinch refer to all of Sinch’s Australian subsidiaries.

2. Who is covered by the policy?

This policy applies to Australian consumers who have a complaint about Sinch or its products and services.

3. What is a complaint?

A complaint is any expression of dissatisfaction or grievance made to us about our products, services or a network outage, where a response is specifically requested or implied, or the way we have managed a complaint. If our personnel are unsure if you want to make a complaint, we will ask you.

An urgent complaint includes complaints relating to a customer’s financial hardship or the imminent disconnection of a service where we have not followed our procedures or an urgent network outage complaint where there is a risk to your personal safety or a serious health risk.

4. How to make a complaint

Sinch MessageMedia customers may make a complaint in the following ways:

Sinch ClickSend customers may make a complaint in the following ways:

All other Sinch Customers may make a complaint in the following ways:

Our personnel can help you formulate, make or progress your complaint. You may appoint an authorised representative to contact us on your behalf. We may ask you for permission to discuss your complaint with the authorised representative.

If you would like to contact us to make a complaint but require assistance to do so (for example, if you have a hearing impairment), you can contact us via a language interpreter service or if you use a TTY to communicate, you can contact us via the National Relay Service. Should you have more specific needs requiring assistance in making a complaint (for example, financial hardship situations), please let us know so that we can determine how to assist you.

There is no charge for making a complaint.

5. Resolving your complaint

If you make a complaint by telephone, we will try to resolve your complaint at that time.  If we can’t resolve your complaint straight away, we will escalate your complaint.

If you make a complaint by email or letter we will acknowledge within 2 working days of receiving it, with an estimate of how long it will take to resolve.

The confirmation will include a unique reference number or some other unique identifier for the complaint, and instructions about how the complaint can be monitored. We attempt to assess and resolve all complaints within 10 working days unless your complaint is an urgent one, or your complaint relates to billing. If your complaint is urgent we will attempt to resolve it within 2 working days and if your complaint relates to billing we will attempt to resolve your complaint by the end of the following billing cycle.

We will contact you if there is a delay in resolving your complaint.  We will provide you with the expected timeframe, any additional information about the delay and your options to resolve this matter via external dispute resolution.

If you accept our proposed resolution we will implement it within 5 working days, except where otherwise agreed, or where we are waiting on you to undertake any agreed actions to implement the resolution.

We will close your complaint once the resolution has been implemented or when you have agreed to it.

Resolving outage-related complaints 

Our services rely on telecommunications networks to deliver your communications.  From time to time, telecommunications networks, or platforms such as ours, experience outages, for a variety of reasons. In addition to the above general procedure for resolving complaints, the default resolution of a network outage is to restore access to your services affected by the network outage as soon as reasonably practicable. When such a default resolution occurs we will notify you that services have been restored, including: (i) how you can make a complaint seeking a tailored resolution if you are not satisfied with the default resolution; (ii) what steps to take if you believe our attempt to implement the default resolution has been unsuccessful; (iii) the methods by which you can request further assistance from us if your service has not been restored; and (iv) if we have a bulk resolution offer, details about the nature of that offer and any timeframes for accepting that offer.

If we receive a complaint about an outage we may:

• investigate to determine what type of outage has occurred and how any default resolution may have been unsuccessful;
• request information from you to assist us, such as the details of the outage being experienced; and
• communicate to you how the complaint will be treated and resolved.

6. If your complaint is still unresolved

If you are not satisfied with how we have handled your complaint, you have a right to take it to the Telecommunications Industry Ombudsman, which is a free and independent service.

You may ask the Telecommunications Industry Ombudsman (TIO) to assist with your complaint by contacting them via their website tio.com.au or calling 1800 062 058.  The TIO will expect that you have attempted to resolve the complaint with us before lodging a TIO complaint.

7. Related policies

Sinch has specific policies and procedures relating to financial hardship and major and significant local outages. Please see:

• for Sinch MessageMedia:
  • www.messagemedia.com/au/legal/financial-hardship-policy. 
  • https://messagemedia.com/au/legal/major-outage-procedure/
• for Sinch ClickSend:
  • Sinch ClickSend Financial Hardship Policy
  • ClickSend Procedure for Outages – June 2025
• For Sinch Australia
  • Sinch Financial Hardship Policy