Complaints

Intertel is committed to providing outstanding customer service - even when things go wrong. Our management team wants to know if you're not happy. Not only does this give us the opportunity to turn the situation around and demonstrate how serious we are about customer service, but it also ensures that we understand the underlying issues or causes, and that mistakes can be corrected and lessons learned.

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Important

Hi. My name is Brett Powell, and I'm the Managing Director of Intertel. If you're on this page because you are unhappy about any aspect of your dealings with Intertel, if you're struggling to get an issue resolved, or if you're not sure whether it would do any good to complain, then I urge you to read on. You are vital to our business and we genuinely do care about our relationship with you. If you are not entirely happy with your overall experience then we have somehow failed you, and that is unacceptable and must be rectified. We owe it to you, to ourselves and to all other customers (those before and after you) to do everything possible to make things right. Whatever your concerns or grievances are, however big or small they may be, please make your feeling known. Our management team needs to be alerted so that they can engage with you directly to identify the problem areas, take appropriate corrective action, and ensure a swift and satisfactory resolution to your matter. If your situation remains unresolved after having worked through this process then please get in touch with me directly through the "Issue Management" feature in your Client Support dashboard. For what its worth, I am sorry. I don't need to know anything about your situation to know that we have clearly dropped the ball and let you down. I'm certain that those who will be handling your complaint will do us proud by restoring your trust and faith in our business. Take care.


Registering a Complaint

Complaints made telephonically, via email, social media or live chat are not acceptable as they cannot be effectively monitored or controlled. In order to ensure that every complaint is handled by a member of staff with the knowledge and authority necessary to be effective in working toward a resolution, we have developed an "Issue Management" system that you will find on your Client Support dashboard. The Issue Management system gives you oversight over the complaint handling process so that you are aware of what is being done, by whom, and what decisions are being taken along the way. You are also able to add new information and submit documents and other resources if need be.

Go to your Client Support access point and login with your username and password as normal

  • To register a complaint

    Select "Issue Management" on the left side menu and select "Report an Issue"

    Give your complaint a title, something that describes the issue in a few words

    Select which service, product, project or person this issue is most related to

    Describe the issue in more detail and provide as much relevant information as possible

    Select the "Report this Issue" button at the bottom right of your screen and you're done

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  • To check status and progress

    Select "Issue Management" on the left side menu and you will see a summary of the complaint. Click on the title for the complaint details page with real-time progress reports.

  • To escalate a complaint

    To escalate the matter simply select the "Escalate an Issue" button on the complaint details page (See "To check status and progress" above to get to the complaint details page).

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Escalating your complaint

If you do not feel that your complaint is being handled properly or that the outcome is not to your satisfaction then you can escalate the matter and bypass the employee you have been dealing with. A matter can be escalated to Managing Director level as a last resort before formal dispute protocols become effective.

The escalation process follows our internal "chain of command" and is done automatically by the Issue Management system when you select "Escalate an Issue". After escalating a matter you would be contacted within 24 hours by the person taking over the matter for the purpose of introducing themselves and to find out exactly why the matter has been escalated. Escalation is a serious step and not one that should be taken lightly. Potentially you could be putting the careers of employees in jeopardy so please consider the reasons why an escalation is necessary. Unnecessary or unsubstantiated escalations will be reversed and may compromise the credibility of your complaint.

For any Issues related to a product (hardware or software), to product support and customer support staff:

  • Consultant
  • Senior Consultant
  • Customer Services Manager
  • Operations Manager
  • Director: Operations
  • Managing Director

Issues related to the provision, performance or outcome of services (including accounting and reporting issues):

  • Employee
  • Team Leader
  • Supervisor
  • Branch Manager
  • Regional Manager or Director
  • Managing Director