At IntaServe we pride ourselves on our high ethics levels and strong focus on customer service, and we will attempt to resolve any concerns you may have speedily and efficiently.
If you feel that you have an issue that requires immediate attention there are several courses of action open to you:
Send an email addressed to complaints@IntaServe.com. Please include your domain name and the full nature of your issue.
Alternatively you can ring 1-800-800-071 (free call) or +61 2 9283 5100 during business hours
Or Complete the Express feedback form below
Complaint Response Times:
IntaServe will make every effort to address your concerns immediately. We undertake to acknowledge your complaint within 5 working days. In the event that further information is required, we will attempt to resolve your complaint within 30 working days.
Discretion Not to Investigate
We reserve the right to decline to investigate a complaint, or to decline to investigate a complaint further, if in our opinion:
a) the complaint is frivolous or vexatious or was not made in good faith;
b) the complainant does not have a sufficient interest in the subject matter of the complaint; or
c) an investigation, or further investigation, is not warranted.
IntaServe will rarely classify complaints as frivolous or vexatious. However, we may exercise our discretion to classify a complaint in this way where: it is clear that the complainant's intention in raising the matter is to be of annoyance to the registrant, registry, registrars, auDA and / or IntaServe; or the complaint is so obviously untenable or manifestly groundless as to be hopeless.
Anonymous complaints In order to investigate a complaint
IntaServe requires certain information from a complainant such as their name and permanent contact details (e.g. a telephone number, street address, fax number).
If you feel that your matter is more appropriately dealt with by another organization, we will be happy to advise you of any alternatives.
auDA Complaints Policy documents
http://www.auda.org.au/about/
http://www.auda.org.au/faq/complaints/
http://www.auda.org.au/help/faq-index/
http://www.auda.org.au/policies/auda-2004-04/
