Complaints
A complaint is any time you tell us you are unhappy with FenceChat, or with how we have dealt with something, and you expect a response. Complaining is free.
How to complain
- Email support@fencechat.com
- Dashboard: go to Support and choose Make a complaint
- Online: our complaint form (no account needed)
- Phone: 0485 028 057. We do not answer calls in person: leave a message with your name and an email address, and we will contact you in writing
- Post: ROHAJO Pty Ltd t/a FenceChat, Suite 501, 655 Pacific Highway, St Leonards NSW 2065
Someone can complain for you if you give them permission. If you need help making a complaint, tell us. If you are deaf or have a hearing or speech impairment, you can contact us through the National Relay Service. We handle complaints on working days, 9am to 5pm Sydney time.
What happens next
However you complain, the same steps and timeframes apply.
- We acknowledge your complaint within 2 working days and give you a reference number. This tells you we have it; the answer comes next.
- We tell you how we propose to resolve it within 10 working days.
- Once you accept, we put it in place within 5 working days and confirm the outcome in writing.
- If we need more time, we tell you why and give you a new date before the deadline passes.
Urgent complaints
If your complaint is urgent, we tell you how we propose to resolve it within 2 working days, instead of 10. A complaint is urgent if your safety or your children’s safety is at risk, you have asked us for payment help, or your service is about to stop without proper notice. Tell us it is urgent when you complain. If you are in immediate danger, call 000; FenceChat cannot contact emergency services.
If you are not happy with our response
Ask for your complaint to be reviewed by a senior person at FenceChat. If your complaint is about online safety (a report of harmful material, or how we handled one), someone other than the person who first handled it will review it.
If you are not satisfied with how we have handled your complaint, or we have not responded within the timeframes above, you can contact the Telecommunications Industry Ombudsman (TIO). FenceChat is a member of the TIO. Its service is free, and it is independent of FenceChat.
Website: tio.com.au · Phone: 1800 062 058
You can also contact the Office of the Australian Information Commissioner about privacy, or the eSafety Commissioner about online safety.
See also our Payment assistance policy and Family violence policy.