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Complaints Handling Policy

The IT Dept Pty Ltd · ABN 12 665 405 505 · v1.0 · 10 June 2026

If something has gone wrong, I want to know, and I will fix it. This policy explains how complaints are handled, the timeframes you can rely on, and what to do if you are not satisfied with my response. It follows the Telecommunications (Consumer Complaints Handling) Industry Standard. Making a complaint is free.

How to make a complaint

Email nick@theitdept.au, or SMS/WhatsApp/call 0448 379 418, or write to The IT Dept Pty Ltd, Sydney NSW. Say that you wish to make a complaint and describe the issue. You can appoint an authorised representative or advocate to act for you. If you need an interpreter or another accessibility accommodation, tell me and I will arrange the communication method that works for you.

What happens next

• Acknowledgement: immediately if you raise it by phone or in person, and within 2 working days otherwise. You will receive a reference for the complaint and a copy of, or link to, this policy.
• Resolution: I aim to resolve complaints at first contact wherever possible, and in any case within 15 working days of the complaint being made. If a proposed resolution requires action on my side, I will complete it within 10 working days of your acceptance, unless we agree otherwise or it depends on a third party such as nbn co — in which case I will tell you the revised timeframe and keep you updated.
• Delays: if resolution will take longer than 15 working days, I will tell you the reason, the new timeframe, and your options — including your right to escalate.

Urgent complaints

A complaint is treated as urgent and resolved within 2 working days if: you have applied for or are receiving payment assistance and the issue may worsen your financial situation; the service involves priority assistance; disconnection is imminent or has occurred in error; or you indicate that you are or may be experiencing domestic or family violence, or that there is a threat to your safety or your children's safety. Urgent complaints jump the queue, immediately.

If you are not satisfied

Tell me, and the complaint will be escalated and reviewed again — in a one-person company the review is still conducted seriously and documented. You can also ask at any time for the complaint to be treated as unresolved. If we cannot reach a resolution, or your complaint has not been resolved within a reasonable time, you can contact the Telecommunications Industry Ombudsman, a free and independent dispute resolution service:

• Phone: 1800 062 058
• Online: tio.com.au/complaints
• Post: PO Box 276, Collins Street West, VIC 8007

I will not take credit management action over any amount that is the subject of an open complaint, and I will never cancel a service because you have complained.

Records

Complaints, communications, and outcomes are recorded and retained for at least 2 years, and the process is reviewed against the Standard. Systemic issues identified through complaints are fixed at the root, not patched per customer.