KBA – Logging a Radio Support Ticket (SafetyCulture “Submit Issue”)


Please note that we only own the pieces of plastic (the hardware) for radio issues, the underlying Radio network is owned by CSE CrossCom and requires escalation.


Use this for non-urgent radio issues (e.g., no audio, can’t transmit, coverage drop, intermittent problems).
Before logging: do the quick checks below first (they fix a big chunk of issues).

1) Quick checks (30–60 seconds)

  • Radio won’t turn on: reseat battery -> fully charge -> confirm charger is working (steady green = fully charged).

  • No audio: turn volume up, check mute, firmly reconnect earpiece/speaker mic (ideally plug accessories in before powering on).

  • Can’t transmit (PTT): confirm Ops are on a TX-enabled channel, press PTT and look for TX indication, check for obvious button damage.

  • Can’t talk to others: confirm everyone is on the same zone/channel.

  • There is also a PDF attached to this support request that has additional

If still not resolved -> log a ticket below.

2) Log the ticket (SafetyCulture form)

Open the form: SafetyCulture – Submit Issue
Link: https://app.safetyculture.com/submit-issue/dda4085c399f06e50f39ec32d41c007128b2cd12c54e49beb293fec8be67cdb6

Complete the form with:

  • Your details: name, team, contact number

  • Location: venue + specific area (level/room/gate/precinct)

  • Issue type: (e.g., won’t power on / no audio / can’t transmit / coverage / accessory fault / other)

  • Impact: who/what is impacted (single user vs multiple users / operational impact)

  • When it started: time/date + whether it’s intermittent or constant

  • Radio details (if known): radio ID/label/serial, make/model, talkgroup/channel/zone being used

  • Troubleshooting done: confirm the quick checks you tried (Section 1)

  • Attachments: photo of the radio screen, accessory, charger, and/or the fault if physical damage

Select Submit.

3) What happens next

  • Your submission creates a support request and will be triaged by the CSE support team based on impact/urgency.

4) Urgent escalations (don’t use the form)

For urgent escalations, contact our team directly:

  • 03 9322 1500 - Office number

  • 03 9411 5230 - CSE Crosscom after-hours service