CASE STUDY:

Indigenous consumers

The complaint

Brett, a financial counsellor, contacted us on behalf of his client Sylvia, an elderly Indigenous lady who lived in a remote community. Brett said Sylvia had received a telemarketing call from a salesperson who was very persistent and assertive. It appeared that as a result Sylvia had agreed to a mobile phone contract.

Sylvia was a traditional Aboriginal elder in receipt of a disability pension and had little experience of technology. Brett said she had no need for a mobile phone, did not want one, and did not receive one. She had, however, received bills, letters of demand, and calls from a debt collector about the contract. This activity had become so distressing for Sylvia that she had paid a small amount towards the debt.

TIO response

This complaint was referred to the TIO’s Indigenous liaison team, a team of experienced staff who accept direct referrals from services that assist Indigenous consumers. We asked the provider to examine this case and present its point of view.

The outcome

The provider agreed to cancel Sylvia’s contract and refund the payments she had made. It also asked us to convey its apologies to Sylvia. Finally, as Sylvia had never received a handset, and it could not be accounted for, the company blocked the handset to ensure it could not be used.

Lessons learnt

Service providers must provide clear guidance on acceptable standards of behavior for any dealers or sales companies to whom they outsource sales activities particularly through channels like telemarketing.

Some consumers, for reasons such as age, health, social and educational background, and remote location, may require special assistance above and beyond normal TIO processes. We do our best to offer appropriate assistance when necessary.

> NEXT: Young people and contracts