InContact services: Telstra refusal to supply product

An Incontact service is a Telstra product that allows a customer to receive incoming calls (except for reverse charge calls) and has limited outgoing call access. Customers are required to meet certain criteria to be eligible for an InContact service.

From time to time, the TIO receives complaints from consumers who have been refused an InContact service as they do not meet Telstra's eligibility criteria.

The decision to introduce such a product, and the determination of any eligibility criteria, are commercial decisions of providers. As the TIO has no jurisdiction over the commercial decisions or business practices of its Members, it is not in a position to direct Telstra to provide an InContact service where the customer does not meet the eligibility criteria.

However, if it is apparent that Telstra is not complying with its policy in relation to the supply of an InContact service, the TIO will usually investigate. The TIO expects Telstra to ensure that its eligibility criteria are applied fairly and consistently.

Next: Installation authorised by occupier not owner of premises