Failure to notify customer of priority assistance program

The Priority Assistance policy specifically directs Telstra to hold responsibility for advising customers as to the availability of Priority Assistance status and the applicable procedures.

The TIO expects that Telstra will make new customers aware of its Priority Assistance service and of the eligibility and application requirements.

The TIO will investigate complaints where it is alleged that Telstra did not make a new customer aware of the existence of its Priority Assistance service and/or of the steps they needed to follow to be assigned Priority Assistance status.

Next: Response timeframes not met