HP Australia Customer Support Charter

HP is committed to handling customer support queries and product and services complaints in a clearly defined, effective, fair and prompt manner. HP is also committed to the spirit and principles embodied in the Australian Standard for complaints handling. Our Customer Support Charter sets out how we meet this commitment to you.

How to contact us

Technical Support, Sales Consultation and General Enquiries You may contact HP for technical support, sales consultation and general enquiries by clicking on the "Contact Us" link under "About HP" found at the bottom of the HP Australia home page. You will see links to "Shopping", "Support" and "Company". When you access the "Company" links a full list of telephone numbers is available under "Contact HP". Please choose the correct telephone number for your product and an HP Support Representative will be available to assist you. You can also contact HP via online chat. Links to the live chat room are available in the telephone list.
Complaints and Compliments If you wish to make a specific complaint or compliment about your experience with HP or about HP's products or services, you may contact HP: By phone:
1800 625 236 or (02) 8934 4357 8:30am – 5:30pm AEST Mon. - Fri. (excluding Public Holidays)
In writing to:
Compliments and Complaints Officer, HP South Pacific
410 Concord Road, Rhodes, NSW 2138, Australia
Information we will ask you to provide should you wish to make a complaint So that HP can support you in the most efficient way, please have the following information ready (if applicable) when you contact HP: Serial number, Product model or Software description, contact name, telephone number and email address details, location of faulty equipment, description of problem and any troubleshooting you have already performed, business impact: critical/high/medium/low, the requested remedy and any other relevant information (e.g. your helpdesk reference number). If you are calling back in relation to an existing problem please supply the HP Case Reference Number.

Customer Support and Complaints Resolution Process

We aim to acknowledge all customer support queries and product and services complaints received by us within 24 hours. If complaints are received in writing and a return email address is not provided, acknowledgement of your complaint may take longer. Once we have gathered sufficient information from you about the complaint in order to properly investigate and respond, we aim to notify you of a proposed resolution to your complaint within 5 working days, subject to the complexity of your complaint. If the officer who first receives your complaint is unable to determine a resolution to your complaint it will be escalated to the manager of the relevant business division or to the Customer Support Escalation Team. If this representative is unable to determine a resolution within a further 5 working days it will be escalated to the HP South Pacific Complaints Officer. HP aims to keep you informed of our progress in dealing with your query or complaint and will use its best efforts to inform you of any delays. Please note that the delivery date of the proposed resolution is outside the timeframes set out above. HP will contact you with our proposed decision. If you reject our proposed decision for a product issue, there are several external options open to you. These include contacting the Australian Competition and Consumer Commission or your local state (or territory) consumer protection agency, lodging a claim in the relevant state (or territory) small claims tribunal or seeking legal advice.

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or a refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. For further information on consumer rights visit www.consumerlaw.gov.au and www.accc.gov.au/consumerguarantees.