Failure to disconnect service following issue of disconnection notice

In the past, the TIO has received complaints from consumers who received a disconnection notice specifying a disconnection date, but continued to receive bills for line rental after this date.

It is the TIO's view that if a customer has been advised that a service has been, or will be, 'disconnected' (by way of disconnection notice or by a staff member), the customer may reasonably assume that the service was, or will be, permanently disconnected - rather than 'suspended' - on the specified date and that line rental charges will no longer apply after the disconnection date. The TIO also expects that a provider will make its policy as regards billing after suspension clear to its customers by way of explanation on the actual notice.

Next: Notification of disconnection of service