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Excess data usage

02 August 2011

The owner of a small pharmacy contacted us after getting billed more than $8,000 for going over her internet usage limit.

Her internet service was bundled with other services, and she had recently upgraded her internet service from dial-up to broadband.

We found that the service provider had not showed her how to check how much data she was using. It had not warned her when her internet usage was close to going over the monthly limit. It also had not restricted her service when it knew the bill was getting very high. So the service provider had contributed to the woman’s high bill.

The service provider agreed to lower her bill to how much it would have charged had it taken steps to limit her usage.

Customer service

Case Study - Customer Service

A man contacted us because he had made a payment twice by mistake. Each time he called the service provider he had to explain his situation again as if it was the first time.

Next step?              

  • make an online complaint
  • 1800 062 058                
  • Write PO Box 276
    Collins Street West Vic 8007                            
  • National Relay Service Call on 1800 555 677 then ask for 1800 062 058            
  • Fax our consumer complaint form to 1800 630 614