Transferring different domain name types (TLDs) are handled differently. For example .com is not handled in the same way as .com.au.
Any domain name ending in .au is Australian and handled by Australian regulations which are different to .com which is managed in the USA.
For example; .au domain names have a one off transfer password not a fixed EPP code and are free to transfer. We do not have access to the .au domain name passwords. Whereas .com domain names, which charge an extra years each time you transfer and have a permanent password. We have to request the password for a .com domain name. There are also different domain names for each country and special domain names like .fish. These all have different rules, password, codes and costs.
Many people use cheap domain resellers based overseas. These reseller save costs by hire support staff from offshore call centres. These generic support staff are setup for common domain names. They are not familiar with Australian .au domain names. Any advice their staff provide is likely only applicable for .com domain names. They may use terms like EPP which is not applicable to all domain names.
Domain names are not our core business and we are happy for clients to use external domain name resellers. However, we charge for helping clients understand the process and moving their domain in our out of our management. Please email our support team for specific information our your domain at su*****@**********om.au.