Complaints handling

Service provider: Capti Technology Pty Ltd · ABN 57 646 331 875.

We are here to help

You have the right to complain about our services, bills or the way we have handled an issue. Making and progressing a complaint is free. We will listen, treat you fairly and work with you to resolve it.

This process covers residential consumers and eligible business and not-for-profit consumers under the telecommunications complaints standard. We will help other business customers find the appropriate contact for their service agreement.

You do not need to use the word “complaint”. If you express dissatisfaction and expect a response, we will recognise that. If we are unsure, we will ask. An initial request for information or technical support will generally be handled as a support request unless you want to complain. Reports of qualifying network outages have a separate complaints process.

Make a complaint or check its progress

Contact Capti Customer Care to make a complaint or check its progress:

You may send an email at any time. Live assistance is available during the hours above. If we offer another customer contact channel, such as live chat, an app or a retail store, you can also complain through that channel during its advertised hours.

Tell us the affected service, what happened, the outcome you would like and how we can safely contact you. An account number or previous reference helps, but we will help you make the complaint if you do not have it. Contact us using your complaint reference to check progress.

Help to make a complaint

We can help you explain the problem and progress your complaint. Tell us if you need an accessible format, language assistance or another adjustment. You can nominate an advocate or authorised representative; we will explain any authority needed to disclose account information or make account changes.

If you are deaf, hard of hearing or have a speech communication difficulty, use the National Relay Service and ask to connect to 1800 022 784. Its website explains the available call and messaging options.

If contacting us could put you at risk, tell us a safe contact method and time. Read about domestic, family and sexual violence support or payment assistance.

What happens next

1. We acknowledge your complaint. We give you a unique reference and explain how to follow up. We acknowledge complaints immediately in a live conversation, including phone, live chat or an in-store conversation. We acknowledge email, post and non-live online submissions within two working days.
2. We assess and investigate. We check whether your complaint is urgent, confirm the issues and desired outcome, review the relevant information and explain any further information we need. We aim to resolve it on first contact wherever possible.
3. We explain the proposed resolution. For an ordinary complaint, we confirm a proposed resolution within ten working days of receiving it. Billing-error complaints must be resolved by the end of the billing period after your current billing period, or within 30 calendar days, whichever comes first.
4. We carry out the agreed action. We implement a resolution within five working days after you accept it, unless you agree to a different timeframe or an action you agreed to take has not been completed. Urgent complaints have the shorter timeframe below.
5. We confirm and close. We confirm in writing that the complaint has been resolved within five working days after completing our investigation. If you request written confirmation of a proposed resolution, we provide it within five working days of your request. We normally close a complaint with your consent, subject to the limited closure rules explained below.

A working day excludes Saturdays, Sundays and public holidays where your premises or principal place of business is located.

Urgent complaints

Tell us immediately if:

• You have applied for or receive financial hardship assistance and the issue contributes to or worsens that hardship.
• Your service has been, or is about to be, disconnected without the required process being followed.
• The complaint concerns a service on which you receive Priority Assistance.
• You are affected by domestic, family or sexual violence and there is a threat to your safety or your children's safety.

We prioritise these complaints. We confirm a proposed resolution and, if you accept it, implement it within two working days of receiving the urgent complaint. Network outage complaints involving a safety or serious health risk follow the urgent outage process.

Delays and escalation

If a delay becomes apparent, we tell you as soon as possible, explain the cause and give you a new timeframe. If we cannot meet the applicable resolution period, we give this information within that period. We also explain external review rights where required, including if a delay is expected to exceed a further ten working days, other than the specified notified mass-outage exception.

If you are unhappy with progress, timing or the proposed outcome, or want urgent treatment, ask Capti Customer Care for an escalation through the contacts above. Within 24 hours we explain the relevant prioritisation/escalation options and your TIO rights. The Support Manager, or the CEO as backup, reviews a request for priority or escalation within five working days and prioritises or escalates it where appropriate. Urgent deadlines still apply.

We will not cancel your service solely because you take your complaint to an external dispute resolution service. We will not start legal proceedings about the same subject while we handle your complaint, for seven working days after advising you of the outcome, or while the TIO investigates it. We explain any payment obligations for amounts unrelated to the complaint and apply the relevant disputed-charge and payment-assistance protections.

Independent help from the TIO

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

Give us a reasonable opportunity to resolve the issue first. You do not have to complete every internal escalation step before seeking the TIO's help. The TIO determines whether it can handle your complaint.

• Phone: 1800 062 058
• Online: Make a complaint to the TIO

If your complaint remains unresolved after 30 calendar days, we provide the TIO information on the next working day unless we have already done so.

When we cannot contact you or continue handling a complaint

If we cannot reach you after at least five attempts on separate calendar days over no more than ten calendar days, we write with the contact-attempt details and allow at least ten working days for you to respond before closing the complaint under that process. We use your agreed safe contact arrangements.

We may close a complaint in the limited circumstances allowed by the complaints standard, including after the required escalation advice or the prescribed process for a frivolous or vexatious complaint. In the latter case, a senior review must first establish that we can do nothing more to help and that the behaviour or complaint is frivolous or vexatious. We explain the reasons and TIO rights within five working days, and provide written confirmation within five working days if requested. Disagreeing with us does not, by itself, make a complaint frivolous or vexatious.

We keep complaint records securely, use them to investigate and resolve your issue and review them to identify recurring problems. Our privacy policy explains how we handle personal information.