Support, from the team that runs the network
Connection down, running slow, or a question about email, hosting or billing? Tell us what's happening and our local Bunbury team — the same people who built and monitor the network — will get you sorted.
Tell us what's going on
The more detail you give us, the faster we can help. If your service is down, include your service address or account number so we can find you quickly.
- Local team — no offshore call queue.
- Network monitored 24/7 from our Bunbury NOC.
- We'll confirm receipt and keep you updated.
Not happy? How to raise a complaint
We'd rather fix the problem than have you stay frustrated — the support team above is the fastest path. If you want to raise a formal complaint, here's how it works, in line with the Telecommunications Consumer Complaints Handling Standard 2018.
Make a complaint
Phone (08) 9726 5000, email info@ciphertel.com, or write to Unit 3/9 Bourke Street, Bunbury WA 6230. Tell us your name, service address (or account number), the problem, and the outcome you'd like. There's no charge to make a complaint.
What we'll do
- Acknowledge it promptly — generally within 2 working days.
- Aim to resolve it within 15 working days, and keep you posted if it will take longer.
- Prioritise urgent cases — financial hardship, disconnection, or a recognised priority-assistance requirement.
Still not resolved? The TIO
If we can't resolve it to your satisfaction, you can contact the free, independent Telecommunications Industry Ombudsman (TIO), of which CipherTel is a member. The TIO helps residential and small-business customers resolve telecommunications complaints.
Telecommunications Industry Ombudsman
Phone: 1800 062 058 · Online: tio.com.au
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