Due to the significant adoption of Chat based support by our users, we have identified that contact to our phone support number has declined considerably. As it currently stands, phone-based requests make up less than 1% of all our monthly support contact, this has been a sustained trend for over 18 months.

Given this, we have made the decision to phase out our phone support line in stages:

• Stage 1 – From the 30th of June 2023: Calls made to the current (03) 9095 6181 number will be redirected immediately to a messaging service which will create a call-back task in the Support queue – calls will not be answered in the queue. The default Support SLA of 12 business hours will apply. A recorded message will be included before entering the phone queue of the upcoming change. The message will encourage users to utilise Chat and that the number will be decommissioned in the following months.
• Stage 2 – From the 30th of August 2023: The number will redirect to a recorded message informing callers of how to access Chat, Help Centres or email support. No messaging will be available.
• Stage 3 – From the 1st of January 2024: The (03) 9095 6181 number will be disconnected.

As some enterprises currently have the VendorPanel phone number listed on their login/landing page, our Support team will reach out to those impacted to arrange an appropriate update in the coming weeks.

We would recommend that the relevant steps be taken internally, for resources separate to VendorPanel, to ensure any references to the Support number are updated to reflect a change to chat, help centre and email.