Consumers of ICT services will need to raise all complaints to their service provider initially before any escalation is made to NICTA.

NICTA will give each service provider up to thirty (30) working days in which to respond and resolve the complaint. The complaint may be referred to NICTA in the instance that the consumer is not satisfied with the outcome or the manner in which the complaint was handled by the service provider and further, that the complainant has exhausted all available means of escalation for redress available with the service provider.