Making a complaint

You have the right to make a complaint. It is free, and we will help you. We will try to fix it the first time you contact us.

How to contact us to make a complaint

You can use any of these to make a complaint:

How	Details	When
Phone	(02) 4883 6781 — ask to speak with someone about a complaint	Monday to Friday, 8:30am to 5pm
Email	info@thetechery.au	Any time
Online	thetechery.au/contact-us	Any time
In person	Our shop: The Mill, Shop 5, 210-224 Bong Bong St, Bowral NSW 2576	Monday to Friday, 9am to 5pm
By letter	The Techery, The Mill, Shop 5, 210-224 Bong Bong St, Bowral NSW 2576	Any time
National Relay Service	If you are deaf, or have a hearing or speech impairment: choose your call channel at www.accesshub.gov.au/about-the-nrs (TTY 133 677, Speak and Listen 1300 555 727, SMS relay 0423 677 767) and ask for (02) 4883 6781	Monday to Friday, 8:30am to 5pm

You can check on your complaint at any time, in any of the same ways. Have your complaint reference number handy.

We will help you

• If you tell us you are unhappy and we are not sure whether you want to make a complaint, we will ask you.
• We will help you make your complaint and follow it through. This includes if you have a disability or other accessibility needs, if English is not your first language (call the Translating and Interpreting Service on 131 450 and ask them to call us), or if you have applied for, or have, a payment assistance arrangement with us.
• Someone else, such as a family member, friend or advocate, can make and manage a complaint for you. Just tell us that they may act for you.
• You can ask us for a copy of this process at any time, in a format that suits you.

What happens next

1. We acknowledge your complaint and give you a reference number and instructions for checking on it: straight away if you contact us by phone or in person, or within 2 working days if you email, write or message us online.
2. We look at your complaint and try to fix it straight away.
3. We investigate if we need to, as much as the complaint needs.
4. We propose a solution within 10 working days of receiving your complaint, or within 2 working days if it is urgent. We tailor the solution to the cause of the problem and to your circumstances.
5. We tell you our decision. If you ask, we will confirm the proposed solution in writing within 5 working days.
6. We do what we agreed within 5 working days of you accepting it, unless we agree a different time with you.
7. We close your complaint only with your agreement, or where the rules allow it, and we confirm in writing that it is resolved within 5 working days of finishing our investigation.

Billing errors are fixed by the end of your next billing period, or within 30 days, whichever comes first.

If there is a delay, we will tell you as soon as we know, with the reason and a new timeframe. If the delay is expected to be more than 10 working days past our usual timeframe, we will also give you the Telecommunications Industry Ombudsman's details.

Urgent complaints

We treat a complaint as urgent, and deal with it first, when:

• you have applied for, or have, a payment assistance arrangement and the problem makes your financial hardship worse;
• your service is about to be, or has been, disconnected and the proper process was not followed;
• you have priority assistance and the complaint is about that service; or
• you tell us there is a threat to your safety or your children's safety.

For an urgent complaint, we propose a solution and, if you accept it, put it in place within 2 working days.

Priority and escalation

If you are unhappy with how long your complaint is taking, think it should be treated as urgent, or are unhappy with its progress or our proposed solution, tell us. Within 24 hours we will explain how we prioritise and escalate complaints, and how to contact the Telecommunications Industry Ombudsman. If you ask us to escalate or prioritise your complaint, we will assess it within 5 working days.

How we prioritise: urgent complaints (see above) come first, then complaints about billing errors and services that are not working, then all others.

How we escalate: an escalated complaint goes to a senior member of our team, and then, if needed, to a director. They will review what has happened, contact you, and tell you the next steps and when to expect them. We will always escalate a complaint if you reasonably ask us to.

If you are still not satisfied

If your complaint has not been resolved within 30 days, we will give you the TIO's details. We will never cancel your service because you took your complaint to the TIO. We won't take legal action about the same issue while we are handling your complaint, for 7 working days after we tell you the outcome, or while the TIO is looking into it.

This complaints process is approved by our director. Last updated: November 2026.