Tell us clearly when something has not been handled properly.

An expression of dissatisfaction where you expect a response or resolution.

A complaint can relate to our products, services, billing, our team, complaint handling or another part of your relationship with Q10 Systems. This process applies to all Q10 services. Additional telecommunications protections apply where the complaint relates to Q10 Business Internet or Q10 Voice.

You do not need to use the word “complaint”. If it is not clear whether you want an issue treated as a complaint, we will ask you.

How to make a complaint.

• Phone: 1300 110 210
• Email: support@q10systems.com.au
• Online: use the complaint form on this page or the Q10 service portal.
• Post: Managing Director, Q10 Systems Pty Ltd, Level 1, 51 Sturt Street, Townsville QLD 4810.
• Existing service request: you may also raise a complaint through a communication channel you ordinarily use with Q10.

Useful information includes your name and business, the service, invoice, telephone number or ticket involved, what happened and when, how it affected you, the outcome you would like, and any accessibility, safety or communication needs we should consider.

We will assist you to make or progress a complaint where you need help, including because of disability, language, financial hardship or safety concerns. If you use the National Relay Service, you can contact Q10 through that service and ask to be connected to 1300 110 210.

Acknowledge, investigate, propose a resolution and implement it.

We will:

• record the complaint and provide a complaint reference where required
• acknowledge a complaint made by phone or in person immediately, and one received by email, online or post within 2 working days
• investigate the issue fairly and consider the information you provide
• keep you reasonably informed about progress
• explain our proposed resolution and any action required from you
• confirm the outcome and implementation in writing where required.

For a non-urgent telecommunications complaint, we will ordinarily propose a resolution within 10 working days. Once you accept a proposed resolution, we will ordinarily implement it within 5 working days unless we agree on another timeframe with you or are waiting for an action you agreed to complete.

If we cannot meet a required timeframe, we will explain the reason for the delay, when we expect to resolve the complaint and the available escalation options.

Some complaints need faster action.

We will treat a telecommunications complaint as urgent where the applicable rules require it, including where:

• disconnection or restriction creates an immediate serious risk
• a complaint about payment assistance or financial hardship could worsen the customer’s circumstances
• a priority-assistance service is affected
• a customer-safety or domestic, family or sexual violence concern requires urgent action
• a service has been, or is about to be, disconnected without the required process.

We will aim to resolve and implement the resolution for an urgent telecommunications complaint within 2 working days. If that is not possible, we will explain why, provide the next steps and explain your external escalation options.

See also our Customer Safety and Payment Assistance information.

You can ask for the complaint to be escalated.

You may ask for a complaint to be prioritised or escalated at any time. You may also ask for it to be reviewed directly by the Managing Director without charge.

We will explain how the escalation will be handled. Where the telecommunications rules require us to tell you that you can go to the TIO, we will do so and will not require you to complete an unreasonable internal escalation process first.

Telecommunications Industry Ombudsman.

If you are not satisfied with how Q10 has handled a complaint about Q10 Business Internet or Q10 Voice, you may contact the Telecommunications Industry Ombudsman, which is a free and independent dispute-resolution service.

• Phone: 1800 062 058
• Website: tio.com.au

The TIO will ordinarily expect you to have first given Q10 an opportunity to resolve the complaint, but nothing in Q10’s agreements prevents or delays your right to contact the TIO.

Complaint information is limited to people who need it.

We will use complaint information to handle the complaint, improve our services, meet legal obligations and protect our rights. Access will be limited to people who reasonably need the information.

We keep complaint records as required by law and use complaint trends to identify recurring issues and improve our processes.

Last updated: August 2026.