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Position statements

We publish position statements about our approach to particular types of telecommunications complaints.

The position statements outline our approach to handling particular types of complaints. They were created to ensure consistency in how we handle complaints about any given issue.

The position statements are based on our experience handling the specific type of complaint, and take into account various laws and the Telecommunications Consumer Protections Code.

We often refer to the position statements when dealing with complaints to give consumers and service providers an indication of the types of information we will regard as being relevant to complaints, and our general approach to resolution.

Billing and Payments

Compensation

Connection and disconnection of services 

Connection and disconnection of services

Contracts

Credit management

Customer service and complaint handling

Customer service and complaint handling

Faulty services or equipment

Faulty services or equipment 

Infrastructure

Priority assistance services 

Priority assistance services 

Privacy

Transfer of services

Transfer of services

Use of numbers and numbers in quarantine

Use of numbers and numbers in quarantine


 

  

 

 

 

Customer service

Case Study - Customer Service

A man contacted us because he had made a payment twice by mistake. Each time he called the service provider he had to explain his situation again as if it was the first time.

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