terms

The language in this document

Although we like to be as human as possible, some of the below points are worded in a way that cannot be written how we’d like, due to legal reasons for both parties…
If you’ve done work with us you know that we don’t like sounding highly professional, so these terms of service do hurt our soul a little bit but it’s necessary.

Unlimited Graphic Design Language

There are a few terms that we use when referring to elements of this graphic design subscription that you should know. 

UGD

UGD is simply a shortening of ‘Unlimited Graphic Design’. These can be used interchangeably – we just found that unlimited graphic design is quite a mouthful to say every time.

Active task

Each subscription tier has different allowances for ‘active tasks’. 
Simply put, an active task is any design request (or task) that is actively being worked or reviewed by the design time or the client. 

Active statuses in the design portal include – ‘Open’, ‘In progress’, ‘Paused’, ‘In review’.

Non-active statuses in the design portal include – ‘Queued’, ‘On hold’, ‘Done’

Self-managed, or self-directed

The design portal is set up so that it’s managed by yourself, the client. There are actions available at each stage for you to manage you queue of tasks, and for you to request amends or complete tasks. 

While the Dweebi team can take these actions on your behalf, they are not responsible for it. 

If you need a demo of how to use the portal, please reach out to your account manager. 

Standard task

A standard task can take many shapes. It could be a social graphic or a 1-page flyer for example. 

Our SLAs are designed to meet 1 standard task. If your request is larger than 1 standard task, we’ll let you know and the SLA will be updated to reflect this. 

Large or complex tasks

Our Full English Breakfast package allows for an increase in design scope to include more complex tasks. While we’re happy to create these for you, they aren’t possible within our standard level agreement and will be classed as a large task. 

We will let you know when a task is large, and keep you updated on the progress of the task as we go.

When you join Dweebi, you’re not paying for a product, a logo, a website, a certain design, or a particular piece of stationery. You are paying for the use of our team who will provide digital & design products to you.

However, the terms digital & design are incredibly subjective.

You’re entitled to request a revision after revisions from our designers within the limitations of your selected plan, however, we understand we may not be the right flavour for everyone! We do our best to ensure you’re happy and that’s why we allow for ongoing concepts and revision, however, if at any point you feel that we’re not meeting your vision, you’re more than welcome to cancel your membership.

Unlike a lot of digital & design companies out there that charge per concept or per revision, we’re not here to rip anyone off. Hence providing you with a subscription-based model so you can request revisions until you’re 100% thrilled.

Therefore, each membership payment is deemed as services rendered.

Brand Profiles

Requests to update or change a brand profile can only occur not more than once per calendar month. Once a change occurs, you cannot change or update the profile for another 30 days.

Submitting Design Requests

All design requests must be made through our submission portal. We can’t receive submissions through any other channel. This allows our team to streamline and handle requests in the most effective method.

What is Considered “Graphic Design”

Graphic design is the use and creation of products and material within tools like and similar to Adobe Photoshop, Illustrator and InDesign. When we produce graphic design material, the format that these designs are typically in are; png, jpg, gif, psd, ai, id and similar. Because the scope of graphic design is so large, we can’t specifically tell you what is and isn’t graphic design, however if you have a question about the work you want to submit, you’re more than welcome to ask before we start the job. You can send an email to support@dweebi.com.au with any questions.

If your requests are outside of this scope we will endeavour to let you know and where applicable charge you separately for this work if we go ahead.

What We Don’t Do

Some people get us confused with photographers or videographers. We don’t provide any onsite photography or videography services.

Currently, we do not do any of the following:

• Photo retouching
• Complex image manipulation of photos

Date of billing

Subscriptions are debited on the same date monthly – within 24 hours of the same date of signup.

Payments for active subscribers happen on the same date every month unless the sign up date was on the 31st and the debit date falls on a month that does not have 31 days – then the debit will occur on the last business date of the month.

Cancellations

Cancellations of your subscription can be done whenever you wish. Prior to cancellation we recommend you have all the files you need to move forward with another designer which can be provided to you by our support staff. Once a subscription has been cancelled, any files kept on our server related to that subscription will be removed immediately.

Cancellations cannot be for a future date.

When a subscription has been cancelled, any service provided by Dweebi will be immediately suspended and/or cancelled until the subscription has been renewed. This is inclusive of any pending jobs, tasks, revisions, hosting and support.

Cancelling outside of business hours

If a cancellation happens outside of business hours, the cancellation takes effect upon the next operating business day. Cancellation requests must be made at least a business day before payment is due. Upon cancellation, any files of the clients kept on our server will be removed.

It’s the client’s responsibility to ask for all needed files prior to their subscription being cancelled, and to download any files from the links given to them previously.

Past due subscriptions

If a subscription becomes past due, any pending projects and revisions will be halted until the subscription has been reactivated by a successful debit.

Declining Payments

If your subscription payment becomes past due, the debit attempts will happen intermittently until the subscription payment attempt is successful or cancelled. Once the overdue payment is successful the debit will continue as normal on the same date as the initial signup.

If you don’t use it you lose it

Payments are recurring regardless of how much or how little you use the service. Think of it as an unlimited phone plan – just because you didn’t use it doesn’t mean you don’t have a phone bill.

Pausing of memberships

At this point in time we do not offer the ability for pausing memberships, however you can cancel your subscription and re-join at any point in time at the current plan rates.

Alternatively, if you’re going to be away for a bulk period of time, you’re more than welcome to give us a bulk amount of tasks to be distributed over that period of time.

Zombie apocalypse

In the event that you become a Zombie, we’re not liable if you’re unable to stop any of your recurring payments, you’re more than welcome to continue utilising our services as long as you do not cause any harm to ourselves, staff, clients or any minions.

Discounts

Discounts are non-transferable, meaning you can’t give the discount to another account or person. However, they continue to stay on your account even when you advance to a higher package until your subscription is cancelled.

We reserve the right to update, change, cancel or renew any of our pricing models on any of our services or products at a moment’s notice.

Communication channels

Jira Service Desk is currently our method of communication for any matters including tasks, requests and revision. We will not respond to emails relating to a submission, task or revision, rather we will direct you back to your submission portal.

However, if you have any questions about your subscription, you will have an account manager who can help you. Alternatively, you can submit any questions through the Dweebi Service Desk.

Phone Support

We do not offer phone support as this does not fit into our efficiency model. However, we can organise to have online discussions and meetings if required at a particular time.

Time Off

We’re an Australian company and we take Australian national + public holidays off.

This includes:

Christmas Break

We’re always off between 20th of December until January 5th unless those dates fall on a weekend and/or there’s a public holiday pushed forward, then we will return to work on the following business day.

File keeping:

If you cancel your service or let your subscription lapse, we keep your files on our server for 72 hours. Due to the large volume of clients, we cannot hold files beyond this time.

Please ensure you download and save all files properly upon us sending them or ensure you have done so before cancelling.

Revisions and additional concepts:

You can have as many revisions as you like until you’re happy! It’s important to understand, that as long as you’re making revisions, the time-frame of having an end digital and/or design product is going to be stretched out. 

Tiers:

Each package outlines a general rule of thumb on the timeframe we intend to come back to you on. Please keep in mind that some design requests can take longer than this based on the work required to complete and deliver the work. Some examples of longer timeframes on work include (but aren’t limited to); illustrations, large brochures or books, and complex design requirements. 

If we are working on a project for design, and at the same time creating content, development and/or another scope of work that would be incorporated into the design, our timeframes may take longer due to having to go back and forth between our design team, our internal team and you, the service subscriber. 

Unlimited Graphic Design  SLAs

As outlined above, each tier (or package) of our subscription has different SLA timeframes for your active tasks. 

These timeframes are for each revision sent to you. The SLA countdown timer does not start until the task first becomes active, or when you submit revisions. 

The more responsive and active you are, the faster your designs and design revisions will be completed.

If a task falls outside our ‘standard task’ size, the SLA timer will be updated to reflect this and you will be notified when this happens.

In the event any one or more of the provisions of this agreement shall be held to be invalid, illegal or unenforceable, the remaining provisions of this Agreement shall be unimpaired and the Agreement shall not be void for this reason alone. Such invalid, illegal or unenforceable provision shall be replaced by a mutually acceptable valid, legal and enforceable provision, which comes closest to the intention of the parties underlying the invalid.

Abuse or disrespectful language

If a client becomes disrespectful or abusive at any point in time, their communications will be ignored and will halt work on any active tasks. The client’s subscription may also be canceled at any point in time if we feel the client is failing to understand particular circumstances or is respectful towards Dweebi staff members. 

We’re happy to work with all understanding clients through any challenges as long as it’s done in a respectful manner, we do not work for you … we work with you.

Harrasment

It will be found to be harassment if you’re found to be contacting any of our staff members via their personal social media profiles without their permission.

If this occurs we will remove your subscription and discontinue any ongoing work and delete any files of yours that we have on our server.

Suspected illegal activity / unethical use of our services

If we find out you’re using our services for something we think is unethical we may stop any tasks / jobs that you have pending, and withhold any files that we feel could be used for any illegal or malicious intent. In this scenario, we would pause your membership until further notice or confirmation that your activity is not breaking the law in any way.

Refund Policy

The subscription for our services is for ongoing use of your chosen plan and we do not offer refunds for any services rendered or for unused subscriptions.

At Dweebi, we take privacy and security very seriously, so much so that it’s even an internal procedure between staff. We need to and are legally obligated to not make this a joking matter.

So, here is our privacy agreement is below!

Trademark and Copyright

This is something we don’t do, as the laws for these are very different for each country, and we’re not trademarking lawyers, We’re not responsible for if someone decides to steal any of your design elements and use them once your visual culture is public.

We do provide you with all the raw design files you would require in order to have your materials overseen by your trademarking lawyer and have anything you wish trademarked and so forth.

As all our plans include unlimited revisions we’re more than happy to accommodate for any revisions which are required by your trademarking lawyer for you to meet the trademarking requirements.

One more time for good measure I’d like to type the word … trademarking.

Imagery

Any images we use are always stock images, and you’re more than welcome to provide your own images/photography, as we only use royalty free or commercial free images that we can dig up based on your specifications. We do not have a library for you to browse through.

We do not hold any rights to any of the images that we use on our websites or anything designed by us, we do use free images which are royalty free for any of the photos for display on your website. We do recommend and instruct that you purchase or provide your own photos as we do not hold any responsibility for any consequences that could arise from the photos displayed on your website once your website is published.

Content Writing

We do not nor are responsible for any content that is on any of the materials we design, we’re roles are strictly only design and development. All content for all materials must be provided by the client. Thus, we’re not liable for any content that’s on said website.

NDA / NDS Agreements

Do we sign them? Yes! But … Only if they’re sent in an electronic format, we’re strictly a paperless environment for obvious reasons and refuse to print and manually sign documents.

Any agreement we feel strays outside of the normal privacy agreement will need to be adjusted prior to signing.

We authorize our Creative Directors at Dweebi permission to sign these documents on the company’s behalf once it’s been reviewed by our privacy culture team.

And hold no responsibility for anything once it’s in the public domain.

Marketing and re-targeting

That by visiting dweebi.com.au third party advertises may place cookies on users’ browsers for targeted advertising purposes.

IP addresses, cookie identifiers, website activity will be collected for targeted advertising.

This data may be used by third parties to target advertising on other sites based on our users’ online activity.

These terms of service were last reviewed on:
July 29, 2019.

Complaints Handling Policy

Sydney ICT Pty Ltd T/a Dweebi strives for excellence in customer service, one of the strongest points about Dweebi is our well-known reputation as one of the best and customer friendly creative studio in Australia. However, sometimes things do not go as planned. It may be that you don’t agree with your bill or perhaps the staff member you spoke with did not address your concern correctly. Whatever it may be, we want to hear about it. It is your right to complain, and this feedback helps us to continually better our services for you and other customers. Current or former customers of Dweebi are welcome to make a complaint if they feel the need to do so.

NOTE: If you would like to nominate an authorised Representative/advocate to make a complaint on your behalf, please authorise them during your call/email

What is defined as a complaint?

A complaint means an expression of dissatisfaction made to us in relation to our services or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected by you. Contacting Dweebi to request support or to report a service difficulty is not necessarily a complaint. Technical and support issues are common and occur for many reasons if you are simply experiencing a technical issue we will not consider your contact with us as an official complaint unless you specifically request us to.

First point of Contact

Dweebi support team is the customer support team within Dweebi who assist to resolve issues of both technical and account nature.

» PH: +61 2 8806 3586

Lodging a Formal complaint

If our Accounting or Technical Support teams have been unable to satisfy your issue, you can request for your call to be considered a complaint.

You may also make a complaint directly to our operations manager:
Email – complaints@sydneyict.net.au
Mail – PO Box 403 Richmond, NSW 2753

Minimum information required when submitting a complaint
» Account holder’s full name
» Account username
» Daytime contact phone number
» Details of complaint – Dates, times, staff members spoken to
» Proposed outcome

Resolving the complaint

All Dweebi staff are generally capable of resolving the majority of complaints. Our main goal is to resolve your complaint with a fair resolution upon your first contact with us.

Upon receiving your complaint, you will receive an acknowledgement that it has been received within two working days.

If you are unsatisfied with the response, you can request that your complaint be directed to a senior staff member. Generally, all complaints are already handled by a senior staff member.

If your complaint has been lodged over the phone, you may be directed to a senior staff member in the first instance. In the situation that a senior staff member is not available to answer your call, please allow up to six hours for them to return your call. If you have called at the end of the working day they may try and contact you up until 6 pm AEST or return your call at the start of the next business day.

Outcome of a complaint

Some complaints are more complex than others and as such may take longer to resolve. We aim to provide a resolution at this level within five working days. We will not implement any resolution until acceptance is received from you.

We will advise you either verbally (via telephone) or in writing (via email or SMS) of the outcome of your complaint. If you prefer a specific method of contact, this may be requested when lodging your complaint.

Urgent Complaints

A complaint is considered urgent if it falls under one of the following categories:

» If your service is about to be disconnected and/or this has happened in error.
» If your service has been suspended and is affecting your day to day operations.

Please note Dweebi does not offer the Priority Assistance scheme

Further options

You will find that all matters can be handled by Dweebi’s internal processes and we do require that you first allow us the opportunity to exhaust all avenues in resolving your complaint. However, if you are not satisfied with our handling of your complaint and you have escalated this within Dweebi, you may seek complaint mediation or further assistance from the Telecommunications Industry Ombudsman
(Contact details of the TIO can be found on their website: http://www.tio.com.au/about-us/contact-us

Translating and interpreting services

If English is not your first language, The Department of Immigration and Multicultural Affairs provides a translating and interpreting service. They can be contacted at 123 14 50.

Contact Details

To contact Dweebi please go to the use any of the contact details located on our website https://dweebi.com.au
or contact us on our number +61 2 8806 3586

Revision of the Complaints Handling Policy

Dweebi reserves the right to revise, amend, or modify the Complaints Handling Policy, our Internet Service Agreements and our other policies and agreements at any time and in any manner. Notice of any revision, amendment, or modification will be posted on the Internet at https://dweebi.com.au

When you join Dweebi, you’re not paying for a product, a logo, a website, a certain design, or a particular piece of stationery. You are paying for the use of our team who will provide digital & design products to you.

However, the terms digital & design are incredibly subjective.

We work with you to create an outcome that not only satisfies you but wows you. However, for that to happen, we need clear and constructive feedback.

PPC Costs

Our monthy digital marketing costs do not include PPC (pay per click) and other media costs. These are any advertising costs charged to you by a 3rd arty vendor. For example, this would be Google Adwords, or Facebook Adverts.

Contract Term

All Inbound Digital Marketing Services contracts are for 12 months unless otherwise specified.

Progress Payments (website projects)

In the event that a client impedes access to the site within 7 days of the agreed-upon commencement date, and thereby causes a delay in the initiation of the project, Dweebi reserves the right to levy an additional progress payment. This charge is to cover incurred labour and associated costs resulting from the delay. The aforementioned progress payment shall be considered as a part of the total project cost and will be due for payment in accordance with the terms stipulated in the issued invoice.

Zombie apocalypse

In the event that you become a Zombie, we’re not liable for if you’re unable to stop any of your recurring payments, you’re more than welcome to continue utilizing our services as long as you do not cause any harm ourselves, staff, clients or any minions.

Billing for media budgets

A media budget is any cost that is associated with paid advertising (such as Google ads or Meta ads).

These budgets are separate from the project or retainer costs and will be outlined separately on a proposal.

While we prefer that media budgets be paid directly by the client to the platform, we do offer the option for Dweebi to pay the advertising platform and then bill the client for these costs.

In this case, there is an additional monthly admin fee of $50 added to the client bill to cover any risk and additional time required by our administrative team.

We reserve the right to update, change, cancel or renew any or our pricing models on any of our services or products at a moments notice.

Response Time

We endeavor to respond to our clients within 24 business hours.

Requests outside business hours

Any revisions sent by clients will be commenced to within 24 hours of receipt, during the business hours of 0900 to 1700 AEST (excluding weekends or public holidays). Meaning anything sent outside of the aforementioned business hours will not be attended to until the following business day.

Meaning officially the job request was received on the next business day.

Communication channels

Inbound Digital Marketing Services
A mixture of emails and phone calls are used as our method of communication.

Phone Support

We do not offer phone support as this does not fit into our efficiency model. However, we can organise to have online discussions and meetings if required at a particular time.

Time Off

We’re an Australian company and we take Australian national + public holidays off.

This includes:

Christmas Break

We’re always off between 20th of December until January 5th unless those dates fall on a weekend and/or there’s a public holiday pushed forward, then we will return to work on the following business day.

Cooperation

This is a joint relationship with an equal share of responsibility.

The more responsive you are, and the more cooperative you are, the faster things can move.

Although we do wish we had the ability to read minds, unfortunately, we can’t, so if you go missing in action, we can’t develop an entire website or finish your designs without getting a sufficient amount of information from you. We can’t continue to work on things without your approval.

We’re a company of relationships, and a relationship is a two-way street, meaning we need to bounce around ideas and make sure we’re moving in the right direction if you’re distracted by life … it’s not our job to stay on your back.

Although, we absolutely don’t mind if you take your time getting back to us, and we don’t mind at all if you go MIA for a long period of time, but just understand we can’t work on your materials if we haven’t had communication from you.

In the event any one or more of the provisions of this agreement shall be held to be invalid, illegal or unenforceable, the remaining provisions of this Agreement shall be unimpaired and the Agreement shall not be void for this reason alone. Such invalid, illegal or unenforceable provision shall be replaced by a mutually acceptable valid, legal and enforceable provision, which comes closest to the intention of the parties underlying the invalid.

Abuse or disrespectful language

If a client becomes disrespectful or abusive at any point in time, their communications will be ignored and will halt work on any active tasks. The client’s subscription may also be canceled at any point in time if we feel the client is failing to understand particular circumstances; abusing us for their domain name expiring when it’s not our responsibility; having the content management system they have chosen to utilize get hacked; plugins no longer working due to the CMS updates.

We’re happy to work with all understanding clients through any challenges as long as it’s done in a respectful manner, we do not work for you … we work with you.

Harrasment

It will be found to be harassment if you’re found to be contacting any of our staff members via their personal social media profiles without their permission.

If this occurs we will remove your subscription and discontinue any ongoing work and delete any files of yours that we have on our server.

Suspected illegal activity / unethical use of our services

If we find out you’re using our services for something we think is unethical we may stop any tasks / jobs that you have pending, and withhold any files that we feel could be used for any illegal or malicious intent. In this scenario, we would pause your membership until further notice or confirmation that your activity is not breaking the law in any way.

At Dweebi, we take privacy and security very seriously, so much so that it’s even an internal procedure between staff. We need to and are legally obligated to not make this a joking matter.

So, here is our privacy agreement is below!

Trademark and Copyright

This is something we don’t do, as the laws for these are very different for each country, and we’re not trademarking lawyers, We’re not responsible for if someone decides to steal any of your design elements and use them once your visual culture is public.

We do provide you with all the raw design files you would require in order to have your materials overseen by your trademarking lawyer and have anything you wish trademarked and so forth.

As all our plans include unlimited revisions we’re more than happy to accommodate for any revisions which are required by your trademarking lawyer for you to meet the trademarking requirements.

One more time for good measure I’d like to type the word … trademarking.

Imagery

Any images we use are always stock images, and you’re more than welcome to provide your own images/photography, as we only use royalty free or commercial free images that we can dig up based on your specifications. We do not have a library for you to browse through.

We do not hold any rights to any of the images that we use on our websites or anything designed by us, we do use free images which are royalty free for any of the photos for display on your website. We do recommend and instruct that you purchase or provide your own photos as we do not hold any responsibility for any consequences that could arise from the photos displayed on your website once your website is published.

Content Writing

We do not nor are responsible for any content that is on any of the materials we design, we’re roles are strictly only design and development. All content for all materials must be provided by the client. Thus, we’re not liable for any content that’s on said website.

NDA / NDS Agreements

Do we sign them? Yes! But … Only if they’re sent in an electronic format, we’re strictly a paperless environment for obvious reasons and refuse to print and manually sign documents.

Any agreement we feel strays outside of the normal privacy agreement will need to be adjusted prior to signing.

We authorize our Creative Directors at Dweebi permission to sign these documents on the company’s behalf once it’s been reviewed by our privacy culture team.

And hold no responsibility for anything once it’s in the public domain.

Marketing and re-targeting

That by visiting dweebi.com.au third party advertises may place cookies on users’ browsers for targeted advertising purposes.

IP addresses, cookie identifiers, website activity will be collected for targeted advertising.

This data may be used by third parties to target advertising on other sites based on our users’ online activity.

These terms of service were last reviewed on:
July 29, 2019.

The Client is responsible for choosing, paying for, and maintaining any required Hosting solutions and associated services. Designer is not responsible for down time, poor performance, or loss of data caused by the Hosting Provider. Additionally, Designer is not responsible for any bug caused by changes on the Host after the acceptance of this Contract. Designer is not a web hosting company and does not offer or include technical support for web site hosting, email or other services relating to web site hosting. We use and have a great partnership with Sydney ICT. They are a web hosting company and MSP, and offer fantastic technical support and services.

Designer maintains internal backups of active project code and design files. This backup system is not intended as a solution for The Client, rather as a code archive through the duration of this Contract. While the Designer backup system is fully redundant, it is not guaranteed and does not support any content produced by the Client. The Client is solely responsible for the backup and restoration of the project and any associated data.

Although the Designer makes every effort to provide a secure finished product(s), due to the nature of rapidly advancing technology, Designer can in no way guaranty that the project will not be subject to security breaches. Designer recommends the use of strong passwords and the observance of standard security practices. In order to minimize the chances of security violations, systems should be updated often. The Client is solely responsible for tracking software updates, unless an agreement has already been put in place between Dweebi and the client.

If the project includes XHTML or HTML markup and CSS templates, Designer will develop these using valid HTML5 markup and CSS3 for styling. Designer will test all markup and CSS in current versions of all major browsers including those made by Apple, Microsoft, Mozilla and Google. Designer will also test to ensure that pages will display visually in a similar, albeit not necessarily an identical way, in Microsoft Internet Explorer 7 for Windows as this browser is now past its sell-by date.

Designer will test all markup and CSS in certain mobile devices.  

Designer will not test these templates in old or abandoned browsers, for example Microsoft Internet Explorer 5, 5.5 or 6 for Windows or Mac, previous versions of Apple’s Safari, Mozilla Firefox or Opera unless otherwise specified.

Complaints Handling Policy

Sydney ICT Pty Ltd T/a Dweebi strives for excellence in customer service, one of the strongest points about Dweebi is our well-known reputation as one of the best and customer friendly creative studio in Australia. However, sometimes things do not go as planned. It may be that you don’t agree with your bill or perhaps the staff member you spoke with did not address your concern correctly. Whatever it may be, we want to hear about it. It is your right to complain, and this feedback helps us to continually better our services for you and other customers. Current or former customers of Dweebi are welcome to make a complaint if they feel the need to do so.

NOTE: If you would like to nominate an authorised Representative/advocate to make a complaint on your behalf, please authorise them during your call/email

What is defined as a complaint?

A complaint means an expression of dissatisfaction made to us in relation to our services or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected by you. Contacting Dweebi to request support or to report a service difficulty is not necessarily a complaint. Technical and support issues are common and occur for many reasons if you are simply experiencing a technical issue we will not consider your contact with us as an official complaint unless you specifically request us to.

First point of Contact

Dweebi support team is the customer support team within Dweebi who assist to resolve issues of both technical and account nature.

» PH: +61 2 8806 3586

Lodging a Formal complaint

If our Accounting or Technical Support teams have been unable to satisfy your issue, you can request for your call to be considered a complaint.

You may also make a complaint directly to our operations manager:
Email – complaints@sydneyict.net.au
Mail – PO Box 403 Richmond, NSW 2753

Minimum information required when submitting a complaint
» Account holder’s full name
» Account username
» Daytime contact phone number
» Details of complaint – Dates, times, staff members spoken to
» Proposed outcome

Resolving the complaint

All Dweebi staff are generally capable of resolving the majority of complaints. Our main goal is to resolve your complaint with a fair resolution upon your first contact with us.

Upon receiving your complaint, you will receive an acknowledgement that it has been received within two working days.

If you are unsatisfied with the response, you can request that your complaint be directed to a senior staff member. Generally, all complaints are already handled by a senior staff member.

If your complaint has been lodged over the phone, you may be directed to a senior staff member in the first instance. In the situation that a senior staff member is not available to answer your call, please allow up to six hours for them to return your call. If you have called at the end of the working day they may try and contact you up until 6 pm AEST or return your call at the start of the next business day.

Outcome of a complaint

Some complaints are more complex than others and as such may take longer to resolve. We aim to provide a resolution at this level within five working days. We will not implement any resolution until acceptance is received from you.

We will advise you either verbally (via telephone) or in writing (via email or SMS) of the outcome of your complaint. If you prefer a specific method of contact, this may be requested when lodging your complaint.

Urgent Complaints

A complaint is considered urgent if it falls under one of the following categories:

» If your service is about to be disconnected and/or this has happened in error.
» If your service has been suspended and is affecting your day to day operations.

Please note Dweebi does not offer the Priority Assistance scheme

Further options

You will find that all matters can be handled by Dweebi’s internal processes and we do require that you first allow us the opportunity to exhaust all avenues in resolving your complaint. However, if you are not satisfied with our handling of your complaint and you have escalated this within Dweebi, you may seek complaint mediation or further assistance from the Telecommunications Industry Ombudsman
(Contact details of the TIO can be found on their website: http://www.tio.com.au/about-us/contact-us

Translating and interpreting services

If English is not your first language, The Department of Immigration and Multicultural Affairs provides a translating and interpreting service. They can be contacted at 123 14 50.

Contact Details

To contact Dweebi please go to the use any of the contact details located on our website https://dweebi.com.au
or contact us on our number +61 2 8806 3586

Revision of the Complaints Handling Policy

Dweebi reserves the right to revise, amend, or modify the Complaints Handling Policy, our Internet Service Agreements and our other policies and agreements at any time and in any manner. Notice of any revision, amendment, or modification will be posted on the Internet at https://dweebi.com.au