Complaints Handling Policy
How we’ll listen, investigate, and put things right
Centrefit wants every customer to have a great experience. When something goes wrong, we want to know — and we commit to handling every complaint efficiently, fairly, and courteously. This policy is written to comply with the Telecommunications Consumer Protections (TCP) Code C628:2019.
1. How to lodge a complaint
Pick whichever channel suits you:
- Phone: (07) 3188 5115, 8:00am – 6:00pm AEST, Mon–Fri.
- Email: support@centrefit.com.au — write “Complaint” in the subject line.
- Post: Complaints Officer, Centrefit Group Pty Ltd, Unit 1, 25 Paisley Drive, Lawnton QLD 4501.
- In person: at our Lawnton office by appointment.
You can also ask a family member, advocate, or financial counsellor to lodge a complaint on your behalf, so long as we have your written authorisation. If English isn’t your first language, call the Translating and Interpreting Service on 13 14 50 and ask them to connect you to us.
2. What information we’ll ask for
To help us resolve your complaint quickly, please have to hand:
- Your account number or customer reference (on your invoice).
- The service address and phone/service ID affected.
- A description of what’s gone wrong, including dates, times, and the names of anyone you’ve spoken to at Centrefit.
- What outcome you’re looking for — e.g. a refund, a fix, a credit, or an apology.
3. Our timeframes
| Action | Within |
|---|---|
| We acknowledge receipt of your complaint | 2 business days |
| We propose a resolution for urgent complaints (see §4) | 2 business days |
| We propose a resolution for standard complaints | 15 business days |
| We implement an agreed resolution | 10 business days after agreement |
If we need longer than 15 business days, we’ll contact you to explain why, tell you when to expect a decision, and offer to escalate the complaint to a senior staff member.
4. Urgent complaints
A complaint is urgent if:
- The customer is in a recognised state of financial hardship and an action (e.g. disconnection) is imminent.
- Disconnection is imminent or has already occurred.
- There’s a life-threatening dependency on the service (e.g. you’re registered as a Priority Assistance customer).
- It relates to the handling of personal information or a data breach.
Mention the word “urgent” when you contact us and we’ll fast-track accordingly.
5. How we’ll investigate
A trained complaints officer will own your case end-to-end. We may contact nbn co, our carrier partner, or other third parties where relevant, and review call recordings, service logs, and billing records. We’ll keep you updated at every major step, in the channel you prefer (phone, email, or post).
6. Possible outcomes
Depending on the circumstances, we might:
- Apologise and explain what went wrong.
- Fix a technical issue or arrange for nbn co to do so.
- Credit or refund amounts charged in error.
- Waive fees (e.g. dishonour fees) or adjust your plan.
- Release you from your service without early-termination charges if we can’t resolve it.
- Put additional safeguards in place to prevent a recurrence.
7. During the complaint
While your complaint is being actively considered:
- We will not take collection action or credit-default listing action for the disputed amount.
- We will not disconnect your service solely because of the complaint unless we have a separate legitimate reason.
- We will not charge you to investigate a complaint.
8. If we can’t reach agreement
We always try to resolve complaints internally first, because that’s the quickest path. If we can’t, you can escalate to the Telecommunications Industry Ombudsman — a free and independent scheme that resolves disputes between telcos and their customers.
Phone: 1800 062 058
Online: tio.com.au
Post: PO Box 276, Collins Street West VIC 8007
If your complaint relates to privacy or how we’ve handled your personal information, you can also escalate to the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or 1300 363 992.
9. Record keeping
We keep complaint records for 2 years. You can request a copy of the notes on your file at any time by emailing support@centrefit.com.au.
10. Continuous improvement
We review complaints monthly to identify root causes and make changes so the same problem doesn’t keep happening. Every complaint helps us do better — so thank you for taking the time to tell us.