Cancellation Practices Policy Position Statement

The Telecommunications Industry Ombudsman wants to make cancelling phone and internet services easier, clearer and fairer for everyone. Many people face delays, confusing processes or unexpected costs when trying to cancel a service. Because telecommunications are essential, the rules must protect consumers and support fair treatment.

Our policy position calls for 13 improvements across three key areas:

• Empowering consumers to make informed decisions: 

  We want people to understand what cancelling a service will mean before they commit. Telcos should give clear estimates of any final charges, provide reminders before subscriptions renew, and require opt‑in for long‑term subscriptions. They should also make their cancellation information easy to find and easy to understand. These steps help consumers avoid bill shock and make confident decisions.

• Removing cancellation barriers: 

  Cancelling a service should be as simple as signing up. We want to stop unfair pressure tactics, make sure people can cancel using the same method they used to join, limit long notice periods, and ensure cancellations happen when requested. Telcos should give consumers fair options for paying off devices. These changes aim to remove obstacles that slow down or block cancellations.

• Offering fair remedies: 

  When a telco makes a mistake, consumers should not be left to fix the problem themselves. We want telcos to waive fees and refund charges when mis-selling occurs, correct billing mistakes after a cancellation request, offer fair pro‑rata refunds, and make at least one reliable cancellation method available to everyone. These remedies ensure consumers are treated fairly and not left out of pocket.

We will continue to engage with government, industry, and community stakeholders to ensure the rules around cancellation practices meet the evolving needs of all Australians.