CONSUMER PROFILE

MONA, QUEENSLAND

Mona contacted an internet service provider and requested a broadband service. After waiting for weeks, her service was not connected. She called the service provider numerous times but was not able to get the service connected. She then started receiving invoices for the service.

‘I was getting so frustrated with the poor customer service, so I decided that I needed to find someone to help me. I opened up the phone book and saw a big advertisement for the TIO. It was such a blessing!’

When people first contact us, they are referred back to their service provider, who has two weeks to resolve the complaint. If the complaint cannot be resolved this way, the TIO may decided to formally investigate as it did in Mona’s case. ‘The officer who investigated my case was wonderful,’ she said. ‘He kept me up to date with the progress of the complaint and made me feel like we’d get through my case together.’

The service provider then advised the TIO that it would waive the fees she was charged, which was the resolution Mona was seeking. ‘The TIO saved me, because I was trying to get my complaint resolved for months and wasn’t getting anywhere. I think without the TIO’s intervention I’d still be trying to get this sorted.’

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