CONSUMER PROFILE

JOSEPHINE, VICTORIA

Josephine organised the connection of her new landline before she moved to her new home. She ran into problems when the technician did not arrive to disconnect her old service and connect her new service. ‘I was on the phone to my service provider just about every day for a month trying to get my new line connected. I was so frustrated because I felt like I wasn’t getting anywhere.’

Her friends recommended that she contact the TIO, and it made a big difference to how her service provider managed her complaint. ‘Before I called the TIO I would speak to a different person each time, and wouldn’t make any progress on getting my landline connected. Then I called my service provider’s senior complaints resolution department, and was assigned one case manager who handled my complaint until it was resolved. Once I spoke to the TIO, I could tell they were prepared to take my complaint more seriously and they eventually connected my landline.’

Josephine said the TIO staff also gave her useful information about compensation she was entitled to for the delay in her landline connection, and as a result she made sure that she received credits to her landline account.

> NEXT: Ben - New South Wales