Application for priority assistance rejected

The Priority Assistance policy expressly directs Telstra to advise customers about the possibility of review by the TIO.

Where a customer complains to the TIO about the rejection of their application for priority assistance status, the TIO will investigate the extent to which Telstra has acted in accordance with its Priority Assistance policy. The TIO will not attempt to assess the complaint on medical grounds.

Next: Failure to notify customer of priority assistance program