Position Statements and Guidance Notes
Position statements set out our general approach to particular types of telecommunications complaints.
We often refer to the position statements when dealing with complaints to give consumers and service providers an indication of the types of information we will regard as being relevant to complaints, and our general approach to resolution.
Guidance notes take a closer look at certain problems we see in new complaints.
Guidance notes include advice for consumers about how to prevent or minimise problems, and our expectations of service providers when these problems arise.
Billing and Payments
Connection and disconnection of services
- Assessing credit for a service
- Collecting overdue charges
- Credit information and credit reporting (before 12 March 2014)
- Credit information and credit reporting (from 12 March 2014)
- Financial hardship
- Managing usage and expenditure on a service
- Restricting or disconnecting a service for credit management reasons
- Responding to consumers with different needs
Customer service and complaint handling
Faulty services or equipment
- Damage to infrastructure or property
- Infrastructure connecting a property to a telecommunications network
Priority assistance services
- Personal information (Australian Privacy Principles)
- Silent lines
- Life threatening and unwelcome communications
Transfer of services
SIM Swaps - guidance note