Customer Charter

Customer Charter

Binary Networks is committed to understanding and meeting the needs of each and every customer. Our staff are dedicated professionals who have a genuine desire to provide knowledge, support and an overall personal experience to every customer.

Our customer charter is our promise to provide you with reliable and affordable telecommunications that will seamless integrate into your business. From your initial sales consultation through to provisioning and after sales  support, we will provide feedback and flexibility to ensure the best experience possible.

We are also committed to improve. No organisation will always get it right the first time but we don’t believe in making the same mistake twice. Your feedback is important to us and we will strive to stand out from our competitors.

Consumer Protection Code

Binary Networks welcomes and has readily adopted the Telecommunications Consumer Protections (TCP) Code which came into effect in September 2012.

The code was created with feedback from consumers and industry alike and covers a range of safeguards and benefits to ensure consumers receive the best possible customer service from their telecommunications provider.

Under the code, we are obligated to comply with a set of mandatory requirements in relation to:

  • bills and billing;
  • credit management;
  • complaint handling;
  • customer transfer;
  • consumer contracts; and
  • the information providers are required to give customers about products and services, prices, terms and conditions.

You can download a full copy of the Telecommunications Consumer Protection (TCP) Code 2012 or a summary brochure from Communications Alliance – the telecommunications industry body.

Conduct of staff and customers

Our team commits to treat customers with patience, respect and to communicate calmly and effectively. Our staff are trained to be understanding of your needs and not to discriminate or make judgements. It’s important that our customers to do the same.  If a customer is aggressive, rude, threatening or abusive (including vilification of race, gender or sexuality), we will immediately end the call or engagement.  We may also take steps to refer the incident to management or authorities where appropriate.