Download Instructions for
E365
1. Once SMS is received, press the MENU button then select GO TO URL
2. The content will be highlighted
3. Press GO TO which will automatically open a browser session.
4. A moving bar on the bottom of the screen will confirm that the phone is downloading.
For Ringtones
5. Ringtone is received when DOWNLOAD SUCCESS appears
6. To set as your Ringtone, go to the MORE option and look in the RING STYLES folder and select RINGTONES. Choose the Ringtone and press SELECT.
For Wallpapers/Screensavers
5. Graphic appears when download is finished. Press MENU button and select SAVE ITEMS. Press MENU button and select SAVE.
6. To set as you wallpaper/screensaver, go to SETTINGS, then PERSONLISE and set accordingly.

Download Instructions for
V60i, T720, V80, V300, V525, V600, C650 & E398
1. Once SMS is received, press the MENU button then select GO TO
2. This will automatically open a browser session and download your item.
For Ringtones
3. Select STORE to save on phone or set as Ringtone.
4. To use saved Ringtone press MENU and select MULTIMEDIA
5. Select SOUNDS and then choose the Ringtone from the list. Press PLAY or the press MENU and select APPLY AS Ringtone accordingly.
For Wallpapers/Screensavers
3. Select STORE to save or set as wallpaper or screensaver.
4. To use saved wallpaper/screensaver, press MENU and select MULTIMEDIA
5. Select PICTURES and then choose the wallpaper/screensaver from the list. Press VIEW or press MENU and select APPLY AS accordingly.

Download Instructions for
V878
1. Once SMS is received, press the MENU button and select USE ADDRESS.
2. Scroll down and highlight the URL.
3. Press the SELECT option and then OPEN.
4. This will launch a browser session and your content will begin downloading.
For Ringtones
5. Ringtone is received when MELODY DOWNLOAD FINISHED appears. Select SAVE.
6. To set as your Ringtone, go to MEDIA CENTRE, then MELODY and set accordingly.
For Wallpapers/Screensavers
5. Graphic appears when download is complete. Press MENU button and select SAVE PICTURE.
6. To set as your wallpaper/screensaver, go to MEDIA CENTRE, then PICTURE and set accordingly.

Download Instructions for
E1, U6 PEBL, all L Series, all V Series (Except V3x)
1.Once SMS is received, press the MENU button then select GO TO.
2.This will automatically open a browser session and download your item
For Ringtones:
3.Select STORE to save on phone or set as Ringtone.
4.To use saved Ringtone press MENU and select MULTIMEDIA
5.Select SOUNDS and then choose the Ringtone from the list. Press PLAY or the press MENU and select APPLY AS Ringtone accordingly.
For Wallpapers/Screensavers:
6.Select STORE to save or set as wallpaper or screensaver.
7.To use saved wallpaper/screensaver, press MENU and select MULTIMEDIA
8.Select PICTURES and then choose the wallpaper/screensaver from the list. Press VIEW or press MENU and select APPLY AS accordingly.

Download Instructions for
E1070 and V3x
1.Once SMS is received, press the OPTIONS button then select GO TO
2.This will automatically open a browser session. You will need to press SELECT to download your item.
3.Press SELECT and STORE or APPLY as ringtone or wallpaper
4.To use the saved ringtone or wallpaper press SELECT and choose MULTIMEDIA
For ringtones
5.Select SOUNDS and then choose the ringtone from the list. Press OPTIONS and select APPLY AS RINGTONE
For wallpapers
6.Select PICTURES and then choose the image from the list. Press OPTIONS and select APPLY AS WALLPAPER

Download Instructions for
K1
1.Once SMS is received, press the OPTIONS button then select GO TO
2.This will automatically open a browser session. You will need to press SELECT to download your item.
3.Select STORE and “Store Only” or “Apply as Ringtone”
4.To use the saved ringtone or wallpaper press SELECT and choose MULTIMEDIA
For ringtones
5.Select SOUNDS and then choose the ringtone from the list. Press OPTIONS and select APPLY AS RINGTONE
For wallpapers
6.Select PICTURES and then choose the image from the list. Press OPTIONS and select APPLY AS WALLPAPER

Download Instructions for
W220
1.Once SMS is received, press the OPTIONS button then select USE ADDRESS & select the WAP link and select OPEN
2.This will automatically open a browser session. You will need to press SELECT to download your item.
3.Select OPTIONS and STORE ONLY
4.To use the saved ringtone or wallpaper press SELECT and choose MULTIMEDIA
For ringtones
5.Select SOUNDS and then choose the ringtone from the list. Press OPTIONS and select APPLY AS RINGTONE
For wallpapers
6.Select PICTURES and then choose the image from the list. Press OPTIONS and select APPLY AS WALLPAPER

Download Instructions for
Q9/Q9h
1.Once SMS is received, select the url mentioned in the message by pressing the down key and then press the centre key to download the content.
2. The handset might prompt you with the following message "Continue to the following website?" http://auwap.itouch.com.au. Select Yes to proceed.
3.This will automatically open a browser session. You will need to select the download url and press the centre button to download the content.
4. A confirmation screen is displayed. Select Yes to proceed
5. The wallpaper would be stored in the following location \MyDocuments\My Pictures and the Ringtones at \MyDocuments\My Ringtones
6. The File Manager application can be used to access the My Documents folder.
7. Games will be stored in the Games Folder. Press Start and select Games to access the downloaded games

Introduction
iTouch aims to provide the highest level of customer service, which includes the handling of complaints. This statement outlines iTouch procedures for the handling of customer complaints in relation to our products and services.

Complaints Handling Procedures – How iTouch handles complaints
iTouch aims to provide an efficient, fair and accessible mechanism for handling customer complaints.

iTouch Customer Service will be your main point of contact within iTouch whether you wish to register a complaint about our mobile contents, billing problems and staff, or you merely want information about iTouch product & services.

Our aim is to ensure that our complaint handling process is accessible to all customers, including those with disabilities; special needs and minors.

Our Customer Service operates from 0900 – 1700 EST; Seven (7) days.
Please call us on:
Australia Customers - 1300 66 00 24 (cost of local call)
New Zealand Customers – 0800 486 824

Our objective is to resolve the vast majority of enquiries and complaints during the customer’s first call and/or within two (2) working days. Our Customer Service Representatives have the training and authority to deal with most of the problems or enquiries, which customers may have “on the spot”.

It may not always be possible to resolve a complaint on the first call, for example, because records have to be reviewed or enquiries made with iTouch technical department. Our objective is that complaints that cannot be resolved during the first call will be resolved within time frames agreed with the customer.

How to appeal to iTouch Senior Personnel
If you are not satisfied with the way in which the Customer Service Representative handled your complaint, you can request to be transferred to a supervisor. Where you have raised a matter with a supervisor, he or she will aim to resolve the complaint as soon as possible and within two (2) working days or timeframes agreed with you.

If you are dissatisfied with the supervisor’s handling of the complaint, you can request that more senior iTouch personnel review the complaint.

Complaints in Writing or Email
iTouch prefers to deal with complaints and enquires by telephone as this usually allows a quicker resolution.
However, if you wish to lodge a written complaint, you can forward your correspondence to:

• Customer Care Complaint
  iTouch Australia
  PO Box 1438
  North Sydney NSW 2059
  
OR
• Contact us by Email via the “Customer Care” link on our website or
  helpdesk@itouch.com.au

Taking appeals outside iTouch
iTouch believes that its internal appeal process will provide the most effective and quickest way to resolve complaints. If you are not satisfied with our review of your complaints, or with the way in which we have handled the complaint, you can ask the Telecommunications Industry Ombudsman (TIO) to assist.

You can refer a complaint to the TIO at any time. You do not have to go all the way through the iTouch review process before contacting the TIO. You should note, however, that the TIO service is intended as a ‘last resort’ for telecommunications subscribers with complaints. The intention of the scheme is that we try to settle the issue before it is taken to the TIO. If you believe that any complaint raises wider telecommunications policy issues or is outside the jurisdiction of the TIO, then you may wish to raise it with the Australian Communications and Media Authority (ACMA).

To lodge a complaint with the TIO you can call on 1800 062 058 or visit the TIO website at www.tio.com.au or write to –

TIO
PO Box 276
Collins Street West
MELBOURNE VIC 8007

Your Legal Rights
Nothing in this Statement of Customer Services Standards limits or detracts from your rights under the Standard Terms & Conditions for your service, the Telecommunications Act, the Trade Practices Act or any other laws.

You do not have to follow the complaint handling procedures in this statement. You are always free to take any independent action to enforce your rights.

However, we believe that our complaint handling procedure will provide a quick and effective resolution of your concerns and difficulties.