Document Version: 101.50.001
Current as at: Friday, August 8, 2025

This protocol outlines the steps for escalating a technical issue or service request. Following these steps ensures your request is handled efficiently and directed to the appropriate support team.

Step 1: Lodge a Support Ticket

The first and most effective step is to lodge a support ticket through our online portal.

• Website: helpdesk.fantel.com.au
• Purpose: This method creates a formal record of your issue, allowing our team to track its progress and assign it to the correct specialist.

Step 2: Contact the Support Team

If your issue is urgent and requires immediate attention, you can contact our support team directly.

• Phone Number: 02 8332 3030
• Procedure: Dial the number to be connected with our support desk.
• Important Note: This phone number is designed to function even during a system outage, ensuring you can always reach our emergency support team.