ForgeCallby ForgeOS Open ForgeCall

Legal

Complaints Policy

If something's wrong with ForgeCall, we want to hear about it and fix it. This policy explains how to complain, what we'll do and by when, and where to go if you're not happy with our answer.

Effective 19 October 2026Version 1.0Applies to ForgeCall on the web, iPhone and Android

01

About this policy

ForgeCall is a business phone service provided by ForgeOS Pty Ltd (ABN 33 697 659 902) of 162 Nicholson Street, Abbotsford VIC 3067, Australia. In this policy, "ForgeOS", "we", "us" and "our" mean ForgeOS Pty Ltd.

A complaint is any time you tell us you're unhappy with ForgeCall, with how we've dealt with you, or with how we've handled an earlier complaint, and you expect us to respond. You don't need to use the word "complaint". If it's not clear whether you're complaining, we'll ask.

This policy is part of our Terms of Service. It follows the Telecommunications (Consumer Complaints Handling) Industry Standard. Complaints about how we handle personal information follow section 20 of our Privacy Policy instead, which has its own timeframes.

02

How to complain

  • By email to ops@forgeos.tech. This is the quickest way.
  • By post to ForgeOS Pty Ltd, 162 Nicholson Street, Abbotsford VIC 3067.

Making a complaint is free. To help us sort it out quickly, tell us:

  • your name, your business, and the email address on your ForgeCall account;
  • the phone number it's about, if it's about one;
  • what happened, and when;
  • what you'd like us to do about it.

If you don't have all of that, complain anyway. We'll ask for anything we need.

03

Help making a complaint

  • Someone can complain for you. A friend, family member, advocate or anyone else you choose can act for you. We'll ask you to confirm that they can, so we don't share your account with the wrong person.
  • If you're deaf, or find it hard to hear or speak, you can contact us through the National Relay Service (accesshub.gov.au).
  • If you need an interpreter, call the Translating and Interpreting Service on 131 450 and ask them to contact us.
  • If you're in financial hardship, tell us. We'll treat your complaint as urgent (section 5).

04

What happens next

  1. We acknowledge it. Within 2 business days, we'll confirm we've got your complaint, give you a reference number, and tell you who's handling it.
  2. We look into it. We'll look at what happened, and may ask you for more details. We'll keep you updated, and you can ask us how it's going at any time.
  3. We tell you what we'll do. We aim to resolve your complaint within 15 business days of receiving it. We'll tell you the outcome, the reasons for it, and any action we'll take, such as a credit or a refund.
  4. We do it. Once you've accepted what we've offered, we'll do it within 10 business days, unless you've agreed to something else.

If it takes longer. If we can't resolve it within 15 business days, we'll tell you before then why it's taking longer and when to expect an answer. If the delay will be more than 10 more business days, we'll also tell you that you can go to the Telecommunications Industry Ombudsman (section 7).

05

Urgent complaints

Some complaints can't wait. We treat a complaint as urgent when:

  • your service, or a phone number, has been cut off or suspended, or is about to be;
  • you're in financial hardship, or have applied to us for hardship help; or
  • you can't make or receive calls on your ForgeCall number and it's stopping your business working.

For an urgent complaint, we'll take action to fix it within 2 business days of agreeing what we'll do. ForgeCall isn't a replacement for a phone line in an emergency: always keep a mobile or landline that can call 000 (see section 6 of our Terms).

06

While we look into it

  • No suspension over a disputed amount. If your complaint is about a charge, we won't suspend your service, or chase you for that amount, while we're dealing with it, or while the Ombudsman is. You still need to pay the parts of your bill you're not disputing.
  • Your numbers stay yours. A complaint never stops you moving your numbers to another provider.
  • No charge. We never charge you for making a complaint or for us handling it.

07

If you're not happy with our answer

  1. Ask for a review. Reply to us and ask for your complaint to go to a senior manager at ForgeOS who wasn't involved. They'll review it and reply within the same timeframes.
  2. Go to the Telecommunications Industry Ombudsman. If your complaint is about our phone service and you're not satisfied with how we've handled it, you can contact the TIO. It's free, independent, and can make decisions we must follow.
    Website
    tio.com.au
    Phone
    1800 062 058
  3. For complaints about privacy, you can go to the Office of the Australian Information Commissioner (oaic.gov.au, 1300 363 992).

You can go to the TIO or the OAIC at any time, but they'll usually ask you to give us a chance to fix the problem first.

08

Records and your information

We keep a record of each complaint: what it was about, what we did, and the outcome. We use it to handle your complaint, to find and fix problems that affect other customers, and to meet our legal obligations. We keep these records for at least 2 years. We handle the personal information in them as our Privacy Policy describes.

09

Contact us

Complaints, and questions about this policy, go to:

Company
ForgeOS Pty Ltd, ABN 33 697 659 902
Email
ops@forgeos.tech
Post
ForgeOS Pty Ltd
162 Nicholson Street, Abbotsford VIC 3067, Australia