Future Technology Centre always puts customers first and we take every customer concern seriously. However, if you think we could not address your concern correctly, we would like to hear about it. It is your right to complain and this feedback helps us to continually better our services for you and other customers. Current or former customers of Future Technology Centre are welcome to make a complaint if they feel the need to do so.
What is defined as a complaint?
A complaint means an expression of dissatisfaction made to us in relation to our services or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected by you. Contacting Future Technology Centre to request support or to report a service difficulty is not necessarily a complaint. Technical and support issues are common and occur for many reasons, if you are simply experiencing a technical issue we will not consider your contact with us as an official complaint unless you specifically request us to.
How to make a complaint?
If our customer support team is unable to satisfy your issue, you can request for your call to be considered a complaint.
You may also make a complaint directly to our operations manager:
Email – complaints@futuretechnologycentre.com.au
Minimum information required when submitting a complaint
» Account holder’s full name
» Account username
» Daytime contact phone number
» Details of complaint – Dates, times, staff members spoken to
» Proposed outcome
Resolving the complaint
All Future Technology Centre staff are generally capable of resolving the majority of complaints. Our main goal is to resolve your complaint with a fair resolution upon your first contact with us.
Upon receiving your complaint, you will receive an acknowledgement that it has been received within two working days.
If you are unsatisfied with the response, you can request that your complaint be directed to a senior staff member. Generally, all complaints are already handled by a senior staff member.
If your complaint has been lodged over the phone, you may be directed to a senior staff member in the first instance. In the situation that a senior staff member is not available to answer your call, please allow up to six hours for them to return your call. If you have called at the end of the working day they may try and contact you up until 9pm AEST or return your call at the start of the next business day.
Outcome of a complaint
Some complaints are more complex than others and as such may take longer to resolve. We aim to provide a resolution at this level within five working days. We will not implement any resolution until acceptance is received from you.
We will advise you either verbally (via telephone) or in writing (via email or SMS) of the outcome of your complaint. If you prefer a specific method of contact, this may be requested when lodging your complaint.
Further options
You will find that all matters can be handled by Future Technology Centre’s internal processes and we do require that you first allow us the opportunity to exhaust all avenues in resolving your complaint. However, if you are not satisfied with our handling of your complaint and you have escalated this within Future Technology Centre, you may seek complaint mediation or further assistance from the Telecommunications Industry Ombudsman.
Contact Details
To contact Future Technology Centre please go to the use any of the contact details located on our website www.futuretechnologycentre.com.au or contact us on our number 1300 70 76 90