What happens when you contact us
We will ask you for some personal details. For example:
- your name
- your address
- if you are the account holder of the service, and
- the account number or phone number of the service that you have the problem with.
We will ask for details about your complaint to see if we can help you. Reasons we may not be able to help you include:
- you don’t want to give us your details
- your issue is not about telecommunications
- you are not a residential consumer or small business, or
- you have not tried to fix your problem with your service provider first.
If your complaint is not about telecommunications we will try to refer you to an organisation that may be able to help you.
If we can help, we will give you a reference number. We ask for this number every time you contact us, so keep it handy.
We will contact senior or expert staff of the service provider to provide information about your complaint, and ask them to contact you to see if a solution can be reached.
If the service provider does not contact you or you cannot reach an agreement, we will get more involved. We will conciliate the complaint by:
- putting your complaint in writing
- understanding all perspectives of the complaint, and
- helping you both to come up with options that could fix the problem.
We will work with you and the service provider to try and get a fair solution. We will not take sides.
If we cannot help you sort the issue out by talking to you both, we may look at a more formal investigation. We may ask you and the service provider for evidence or further information to support your claims. This investigation may take time. We will stay in touch with you and update you of progress.
We will talk to you in detail about your complaint throughout this process to make sure you reach an agreement with your service provider that is fair.
If all methods to resolve the complaint have been attempted and we are not satisfied the matter has been resolved, the TIO will decide. If we consider the service provider has acted fairly and made a reasonable offer that you do not accept, we may decide to take no further action on your complaint. If a service provider has not acted fairly, we may make a decision that will bind them.
If you are still not satisfied with our decision, you can ask for a review by an independent review officer.
At any time, you and the service provider can agree on a resolution.
If you don’t want to contact us yourself you can ask someone you trust to do it for you. We can arrange a translator for you if you need one.