GoTo Complaints Code of Practice
LogMeIn AUS Pty Ltd. ("GoTo") is a private limited company registered in Australia with Australian Business Number (“ABN”) 85 611 552 124. GoTo provides a portfolio of unified communications and collaboration, customer engagement and support, and identity and access management services designed to simplify how people connect with each other and the world around them to drive meaningful interactions, deepen relationships, and create better outcomes for individuals and businesses.
While GoTo makes every effort to ensure our users are satisfied with our services at all times, we understand that, despite our best efforts, things can go wrong. GoTo takes all customer complaints and concerns seriously, has created a defined process, and is committed to addressing issues and complaints in a fair and timely manner.
This Complaints Code of Practice (“ Code”) sets out how you can make a complaint to us, what to expect if you do and what you can do if the complaint is not handled to your satisfaction. Please contact us if you require this information to be sent to you in an alternative format (e.g. via e-mail, physical copy, in large format, in Braille, etc.).
II. HOW TO MAKE A COMPLAINT
GoTo’s Customer Support Department is available to handle all day-to-day service changes, setup, and account/billing inquiries. If you have any issues that fall outside of this or if you have already contacted our team and do not feel you have received an appropriate level of support, you may report a complaint through the following means: (a) going to contact us; (b) calling +61 1 800091811; and/or (c) writing to us at Attn: Complaints Department, LogMeIn AUS Pty Ltd., 20 Martin Place, Level 19, Sydney NSW 2000, Australia.
It will help us to investigate your complaint if you clearly identify the nature of the complaint and any relevant history, including case references where appropriate.
III. WHAT TO EXPECT
We endeavor to resolve all valid complaints to the satisfaction of our customers at the time a complaint is raised. If a complaint cannot be resolved at the time it was raised, we will aim to resolve the complaint within ten (10) working days. In the unlikely event that we cannot resolve your complaint within this period, we will contact you, explain the reason for the delay, and give you a new timeframe for resolution.
When we receive your concern or complaint, our advisors may ask questions to verify your identity and will seek to resolve a problem quickly (i.e., while you are on the line for a call or chat). Complaints will be acknowledged within two (2) business days of receipt. During the acknowledgement process, we will assign you a tracking number, advise of our process to investigate the matter (intended to resolve it to your satisfaction), provide approximate timeframes in which we will endeavor to carry out the investigation, and inform you of this policy (which includes escalation and external dispute resolution options).
Priority and Urgent Complaints
GoTo generally deals with complaints in the order they are received and allocates time for investigation based on seriousness and complexity. However, certain types of complaints which are considered urgent, including those resulting from a financial hardship or loss of service will be given priority and we will work to resolve these within two (2) working days. In the event we cannot resolve an urgent complaint in the time period specified above, we will let you know as soon as able and provide an estimated timeframe for resolution. If you believe your complaint is of an urgent nature, please let us know when contacting us.
We will contact you as soon as possible after becoming aware that there may be a delay in resolving your complaint. If we think it will take us longer than fifteen (15) days, we will provide you with additional information about the delay, expected timeframe to resolve, and where appropriate, avenues for external dispute resolution.
Our advisors will be in contact with you on a regular basis and will promptly provide you information on the outcome of the investigation, once it has been concluded in a manner intended intend to satisfy any concern or issue to your reasonable satisfaction. However, you can also contact us at any time to request an update.
IV. HOW TO CONFIRM RESOLUTION OF A COMPLAINT
We will attempt to contact you once there is a proposed resolution to your complaint. If we cannot contact you or your representative, we will write or e-mail you stating we were unable to contact you, provide details of those attempts and invite you to contact us to discuss the complaint within a specific timeframe [i.e., no less than ten (10) working days from the date of the correspondence]. If no response is received from you or your representative after ten (10) working days from the date of the correspondence, the complaint will be closed. If you contact us within six (6) months after closure of the complaint (where we have been unable to contact you), we will reopen the complaint and continue our investigation. While we may discuss the complaint with you by either phone or e-mail, we are happy to confirm the resolution by letter or e-mail within five (5) working days, if requested. Once you confirm acceptance of our proposed resolution, we will aim to complete that resolution within ten (10) working days unless: (a) another agreed-upon timeframe was given; or (b) we need you to do something in order to resolve the complaint.
V. HOW TO ESCALATE A COMPLAINT
If you feel your complaint is not being handled to your satisfaction, you can escalate it to a senior manager and/or support lead. The methods for doing this are the same as for the initial complaint: in writing, by phone or via the support case, but this time stating that you wish your complaint to be escalated to a senior manager and/or support lead. After receipt of your escalation request, we will advise you of GoTo’s internal escalation process within: (a) five (5) working days for standard complaints; or (b) two (2) days for urgent complaints.
VI. EXTERNAL DISPUTE RESOLUTION SCHEME
While we will always endeavor to resolve your complaint quickly and efficiently, in some cases, a neutral third party is available and may be required to resolve a dispute. If you are not happy with the progress or outcome of your complaint, or if after careful consideration we inform you that we believe we cannot assist you further, you may ask for help through the Telecommunications Industry Ombudsman (“ TIO”) to provide dispute resolution assistance.
You may find TIO’s contact information in Section VII below. Additionally, in order to refer a complaint to TIO, please visit the following page:Telecommunications Industry Ombudsman.
Please be aware that, to the extent such restrictions are permitted by applicable law, notice of any billing disputes must be in writing with reasonable detail and received by us at our address above within one (1) year of the date of a disputed charge or you will irrevsocably waive any such objection.
VII. Contact details
LogMeIn AUS Pty Ltd.
LogMeIn AUS Pty Ltd.
Level 19, 20 Martin Place
Sydney, NSW 2000
Telephone: +61 1 800091811
GoTo’s Customer Support Team
To reach our Global Customer Support team you may contact us, call +61 1 800091811 and/or write to us at the address above.
The Telecommunications Industry Ombudsman
The Telecommunications Industry Ombudsman
Collins Street West, VIC 8007
Telephone: 1800 062 058
Fax: 1800 630 614