Support

Distribute.IT provides extensive support to both resellers and their clients. Phone support is available during normal business hours (Mon-Fri 9am - 5:30pm AEST). Email Support is available during and also outside of business hours, including evenings and weekends. All support emails will be answered within 24 hours of receipt during normal business hours.

We also make available to all clients our comprehensive online knowledge base, providing answers to Frequently Asked Questions, and Downloads (forms, user guides, software, etc).

Complaints Handling

Distribute.IT strives to offer the highest possible levels of customer support however we accept that from time to time clients may think otherwise! If you have a complaint, please send an email to support@distributeit.com.au with the word 'Complaint' in the subject line - upon receipt a manager will attend to your complaint within 24 hours (excluding weekends and public holidays). Please ensure you provide sufficient detail about the nature of your complaint, including the product/service it relates to (and in the case of domain name complaints, the domain name in question).

We treat all emails, from resellers and clients, no matter how large or small the issue, with the same level of attention and responsiveness.

Domain Names

For domain name complaints, if upon receiving a response from Distribute.IT to your complaint, you do not feel that the response was sufficient and wish to take the matter further, you can contact the relevant governing bodies for the applicable domain name as follows:

It is our aim at Distribute.IT to provide clients with the highest levels of professional, responsive and courteous service. In order to meet these aims we set ourselves strict rules for handling your sales and support queries. Whilst the different domain extensions carry differnet rules for registration and eligibility, we strive to complete correct applications instantaneously where automation is possible, and within 30 minutes where manual processes are required, during normal business hours (Monday through Friday, excluding public holidays).

• .au domains — au Domain Administration Ltd (auDA)
• com/net/org/biz/info domains — ICANN
• .nz domains — NZ Domain Name Commissioner

SMS / MMS Messaging

For complaints regarding premium SMS charges to your mobile phone, or to opt-out from a marketing database for a content provider that Distribute.IT manages, please ensure you include the name of the service, the number the messages are coming from on your phone (i.e the sender's number) and the nature of your complaint/request. Please ensure you also provide adequate contact details so that our team can contact you about your request if required.

If, upon receipt of a resolution to your complaint from Distribute.IT you are unsatisfied with our response, you can direct your complaint to the following organisations (depending on the nature of the complaint):

• Telecommunications Industry Ombudsman (TIO)
• Communications Alliance

Note that escalation to these organisations can only be done once your have first requested resolution from Distribute.IT and not been satisfied with that resolution.