Delta’s Method for Resolving Customer Service Issues

We really, really value our customers and as such we want you to be satisfied with the product, the service and the dealings you have with us. If you ever have any sort of issue you want to discuss with us we urge you to get in touch with us as soon as possible. The sooner we hear about the issue, the sooner we can work together to find an outcome that suits both parties. We pride ourselves on our customer service and we always answer the phones straight away. You’ll get in touch with one of our local West Aussie staff and we’ll assist you straight away.
The best way to get in touch with us immediately is to give us a ring on 08 9316 9310. You can also email info@deltacomputers.net.au for prompt response.

How do I lodge a Customer Service Issue?

You can provide us with details of your complaint in any of the following ways:

When contacting us, please advise if you require an interpreter or have any special needs.

Initial Resolution

Delta Rentals aims to provide a prompt and adequate resolution as soon as possible to any customer who has an issue. Our official standard is that we will provide a solution within 24 hours. Due to the unique nature of each complaint and the number of personnel and departments involved here at Delta, we can’t guarantee this turn around time but we strive to achieve it.
 
What is going to happen if i can’t get a resolution straight away?

If your complaint is not resolved by the end of the business day after it is received then the complaint will be referred to the Delta Rentals Office Manager for immediate review.

When will I receive the details of the outcome of my complaint?

Complaints will be addressed within 14 days of receipt by Delta Rentals or where the complaint involves a default notice within 7 days. We will notify you in writing both at the time the complaint is referred and once a determination of the complaint has been made.  Where either financial or non-financial redress is offered shall be disclosed in the determination letter. Delta Rentals aims to settle all complaints fairly and promptly. Should your complaint could not be resolved in your favour, you will be provided with details of the basis upon which Delta Rentals came to its decision and your rights regarding the decision.

What if I am not happy with the decision?

If your complaint has gone through the Delta Rentals complaint procedure and has not been resolved to your satisfaction you have the right to take your complaint to an External Dispute Resolution (EDR) Scheme. Delta Rentals (IT Frontiers Pty Ltd) is a member of the Credit and Investments Ombudsman (CIO) which is an independent EDR Scheme approved by the Australian Securities and Investments Commission.

CIO can be contacted for Australian customers on:

  • by telephone on 1800 138 422 (9.00am-5.00pm, Monday to Friday, Sydney time);
  • by email to info@cio.org.au; or
  • by submitting your complaint online at www.cio.org.au