TIO Annual Report 2003/04

Case Studies

Payment Plans

The Complaint

A complainant said her telephone service had been disconnected because the Member claimed she had not adhered to a payment arrangement. The complainant disputed the claim, saying she had been making regular repayments. The complainant also said her sole income was a disability pension, she had a chronic illness and lived in a remote location.

TIO Response:

The TIO requested that the Member reconnect the telephone service while the complaint was being investigated. The TIO also asked the Member to provide customer care notes, details of past payment arrangements and advice about whether it had attempted to negotiate a further payment arrangement with complainant. The provider initially refused to reconnect the service. It maintained that it was entitled to disconnect the service because the complainant had not adhered to prior payment arrangements.

The Outcome:

The TIO acknowledged there was evidence indicating that the complainant had not adhered to previous payment arrangements, but that nonetheless it was clear that the complainant had made regular payments towards the account. The TIO formed the view that previous payment arrangements may not have been reasonable, given the complainant's minimal income. Ultimately, the TIO negotiated the reconnection of the complainant's service to local call access, and assisted the complainant and Member work out a reasonable payment plan commensurate with the complainant's income.

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