CONSUMER PROFILE

JULIE, QUEENSLAND

Julie’s problems started when a provider offered her discounted rates if she transferred her internet and landline service. She was told that she was entitled to a ‘cooling-off’ period, which meant that if she chose to cancel within the first 10 days, she would not have to pay any cancellation fees.

She received the equipment for her internet service and discovered she had been placed on a two-year contract, which she had not agreed to. She called the provider and said she wanted to cancel the services, but was told she would have to pay a $200 fee. She tried to complain but was passed around to various departments and found nobody was willing to discuss her complaint.

‘I could tell I wasn’t getting anywhere, so I searched online for complaints about the provider and saw that a lot of people had had problems and had their issues solved with the help of the TIO.’

Her complaint was resolved soon after she contacted the TIO. ‘I was given a number for the provider’s senior complaints department, and they immediately agreed to waive the cancellation fees. I thought I’d have to put up a fight, but as soon as they knew I had contacted the TIO they relented.’

> NEXT: Ebony - Western Australia