Complaints Handling Policy

Policies: Complaints Handling.

Ozetel Pty Ltd | ABN 54 113 332 308

Effective 26 August 2026

T: 1300 OZETEL (693 835)

E: info@ozetel.com.au

A: PO Box 4103 Springfield Central Qld 4300

Ozetel aims to resolve complaints fairly, efficiently and transparently. This process is intended to comply with the Telecommunications (Consumer Complaints Handling) Industry Standard 2018, as amended, and other applicable requirements.

1. What is a complaint.

A complaint is an expression of dissatisfaction about Ozetel or a Service where a response or resolution is expected. You do not need to use the word ‘complaint’.

2. How to complain.

• Phone: 1300 OZETEL (693 835).
• Email: info@ozetel.com.au.
• Online: use the contact or support method on the Ozetel website.
• Mail: use Ozetel’s current published postal address when available.

There is no charge for making a complaint. We will provide reasonable assistance if you need help making or progressing a complaint, including where accessibility, language or other needs make the process difficult.

3. Authorised representatives and advocates.

You may appoint an authorised representative or advocate. We may require reasonable identity and authority verification before disclosing account information or accepting high-risk instructions.

4. Acknowledgement and records.

Complaints made by phone, in person, app or live chat will be acknowledged straight away. Complaints received by email or post will be acknowledged within 2 working days.

We will record the complaint and provide a reference number or another way to identify it.

5. Resolution timeframes.

We will try to resolve your complaint on first contact where reasonably possible.

For a non-urgent complaint, we will propose a resolution within 10 working days.

Once you agree to a proposed resolution, we will implement it within the timeframe required by the applicable Standard, unless you agree to another timeframe or implementation reasonably depends on an action you must first complete.

If we reasonably expect a delay, we will tell you the cause and the expected timeframe. Where required, we will also provide information about the Telecommunications Industry Ombudsman.

6. Urgent complaints.

We will treat a complaint as urgent where the applicable Standard requires it, including certain complaints involving financial hardship or payment assistance, Priority Assistance, or disconnection without the required process.

Urgent complaints will be resolved, including implementation of the resolution, within 2 working days unless a permitted exception applies.

7. Escalation.

If you are dissatisfied with the progress, proposed resolution or handling of your complaint, tell us and we will escalate it internally as appropriate.

We will provide TIO information when required by the Standard, including in circumstances involving certain delays or dissatisfaction with complaint progress.

8. Telecommunications Industry Ombudsman.

If you are not satisfied with how we have handled your complaint, you have the right to take it to the Telecommunications Industry Ombudsman, which is a free and independent service.

Using the TIO will not result in Ozetel treating you adversely merely because you exercised that right.

p: 1800 062 058

w: tio.com.au

a: PO Box 276 Collins Street West Vic 8007

o: Online Complaint Application

9. Customer-caused delay.

If progress reasonably depends on information or action from you and that causes delay, we will record and explain the cause. We will not simply restart the complaint period as a penalty.

10. Monitoring.

Ozetel keeps complaint records required by applicable law and reviews complaints to identify recurring issues and opportunities to improve services.