Got an Issue with Your ICT Service? Here’s How We Help
If your mobile, internet, or other ICT service lets you down (e.g., wrong bill, poor coverage, or misleading ads), start with your provider. If still not fixed, NICTA steps in. Our Consumer Complaints Management System Guideline gives a clear, fair 10-step process.
- Contact Your Provider First Call, message, or visit them. Explain the problem and keep records (reference numbers, emails). Most issues get sorted here.
- Escalate to NICTA Not resolved? Send us details + proof you tried the provider. We reply within 24 hours.
- We Register Your Complaint Get a tracking number in 24–48 hours (phone, email, portal, or in person).
- Quick Check We confirm it’s our area (e.g., billing, service quality). Urgent cases go first.
- Initial Check We ask the provider for facts—simple fixes in 5–10 days.
- Escalate Further If Needed To senior staff or another agency—5–10 days.
- Full Investigation Detailed review for complex issues—10–15 days.
- Report & Recommendations We share findings and fixes—5–10 days.
- Resolution & Closure Action taken (refund, fix). We notify you. Appeal within 10 days if needed.
- Follow-Up We check you’re happy and track patterns to improve services.