Services > Service Response Time

Our guaranteed response time on a national basis is within 2 hours.

Our current average response time in Albury Wodonga at present is actually 2.2 hours

Action: Bermel Account Manager notified of problem
Deadline: Within 2 hours

Action: Acknowledgment of the complaint to customers
Deadline: Within 24 hrs of receiving the complaint

Action: Response to customer with proposed solution
Deadline: Within 2 working days from receipt of complaint

Action: Resolution of complaint with customer confirmation
Deadline: Within 16 working days from the receipt of complaint

Action: Confirmation of customer satisfaction
Deadline: Within 14 days from resolution

Action: Implement Corrective Action Plan
Deadline: Within 30 days of resolution

Action: Evaluate the effectiveness of corrective action
Deadline: Within 90 days from resolution

Incident and Service Request Management
Problem Management
Service Response Time




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