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Support

The MTEL Connect platform operates across MTEL and QFD IT systems. Depending on the nature of your support request, please reach out to either MTEL directly or to SOSU. Please see below for more information on which one to choose.

Note

This is a public-facing website. The email for the SOSU is not displayed on this site for security reasons. To obtain the SOSU email contact details, please reach out to your communications centre.

Contacting SOSU

SOSU handles all of the information regarding crew and station information. Should you need to update personal information or out-of-date information, please reach out to SOSU

When to Contact SOSU

Please contact SOSU if any of the following apply:

  • Your personal details (e.g. name, email, or phone number) are outdated.
  • The name of your group or station is incorrect.
  • You have changed stations, either permanently or temporarily.

SOSU provide a web based request form to make changes. Log onto the QFES Gateway and complete the request form. On the form, provide all the necessary details when contacting SOSU.

An example of the form is below.

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You can also reach SOSU directly from the app by tapping Contact SOSU at the bottom of the Settings page. This will generate a draft email for you to submit a support request or information update. (to be released in September 2025)

Contacting MTEL Communications

Please contact MTEL if any of the following apply:

  • The app is not responding.
  • The app is not functioning normally.
  • You have a suggestion to improve the app.
  • If you come across a function or feature that is significantly impacting the app.
  • If the FAQ and Known issues do not contain your issue.

Before contacting us, ensure you have read through any of the Known issues page and the Troubleshooting and FAQ page for technical support. There are many settings in the modern mobile. Using the FAQ and Known issues will assist you in checking these settings.

If your issue cannot be resolved using the available solutions, please reach out to us directly via phone during business hours or via email and we will respond next business day.

Urgent matters should be directed to your Communications Centres. The communications centre will forward the matter to SOSU or MTEL.

Our business hours are 9am to 5pm AEST Brisbane time Monday to Friday.