Complaints Policy

Last updated: 9 February 2026

1. Our Commitment

C.T. Agency (ABN 48 077 292 249) is committed to providing a high standard of service. We take all complaints seriously and aim to resolve them fairly, promptly, and in accordance with the Telecommunications Consumer Protections (TCP) Code and the Telecommunications (Consumer Complaints Handling) Industry Standard.

Making a complaint is free, and we will never disadvantage you for raising a concern.

2. How to Lodge a Complaint

You can lodge a complaint about any aspect of our Service through the following channels:

3. What to Include

To help us resolve your complaint as quickly as possible, please provide:

  • Your name and contact details
  • Your account or business name (if applicable)
  • A clear description of the issue or concern
  • Any relevant dates, reference numbers, or supporting information
  • Your desired outcome or how you would like the matter resolved

4. Acknowledgement

We will acknowledge receipt of your complaint within 2 business days. You will be provided with a reference number and the name of the person handling your complaint.

5. Resolution Timeframes

We aim to resolve complaints within the following timeframes:

  • Standard complaints: within 15 business days of receipt.
  • Complex complaints: within 20 business days. If we need additional time, we will inform you of the reason for the delay and provide an updated timeframe.

If your complaint involves an urgent service issue (for example, your phone service is not functioning), we will prioritise resolution and keep you informed of progress.

6. Escalation

If you are not satisfied with the initial response to your complaint, you may request that it be escalated to a senior staff member for further review. To escalate, simply let us know by phone or email and reference your complaint number.

7. External Dispute Resolution

If we are unable to resolve your complaint to your satisfaction through our internal process, you may refer the matter to an external body:

  • Australian Communications and Media Authority (ACMA) — the regulator responsible for telecommunications compliance.
    Website: www.acma.gov.au
  • Office of the Australian Information Commissioner (OAIC) — for complaints relating to the handling of personal information.
    Website: www.oaic.gov.au
    Phone: 1300 363 992

8. Recording of Complaints

All complaints are logged in our complaints register. We track each complaint from receipt through to resolution and use this information to identify trends and improve our services. Complaint records are retained in accordance with our regulatory obligations.

9. Contact Us

If you have any questions about this policy or need assistance lodging a complaint, please contact us: