This document explains our complaint handling process (CHP) for our past, current and prospective customers (we’ll call them all customers) who are covered by the Telecommunications (Consumer Complaints Handling) Industry Standard 2018 (Complaints Standard). It outlines how we handle complaints, and is intended especially for our customers, our own staff, other telcos involved in our supply chain, and other interested parties, and it includes the minimum requirements for consumer complaints handling as required by the Complaints Standard.