Skip to main content
Telecommunications Industry Ombudsman
Quick exit
Telecommunications Industry Ombudsman
Make a complaintUpdate a complaint
Quick exit

Charges for services not delivered

Sometimes your provider can’t deliver, or delays, a phone or internet service. In this case, you may be able to get a refund.

Jump to

TIPS

How to work with your provider to refund charges for delays or services not delivered

  1. Keep a record of the service issues you’re having.

  2. Tell your provider how the lack of, or delayed, service is affecting you.

  3. Ask your provider what they can do to fix the issue.

  4. Ask for a refund for the services not delivered.

  5. If they cannot fix the issue, ask about cancelling the service.

GOOD PRACTICE

What we expect your provider to do

If you’ve reported an undelivered service issue, your provider should:

  • Offer a refund or credit

    Refund or credit you for any service that didn’t work, was interrupted, or took too long to connect.

  • Be upfront about cancellation costs

    Explain any fees or outstanding device payments before you cancel.

  • Pay device charges as agreed

    Allow you to pay device charges on the original payment plan, and not upfront and in full.

Ready to make a complaint?

10-20 minutes

Our processGet started

OUR CONSIDERATIONS

We look at what went wrong, what your provider told you and if they did enough to fix it.

  • When you told your provider about the issue

  • What service you agreed to and what they delivered

  • How long the service did not work for

  • What the impact of the undelivered service was on you

  • If your provider told you about any cancellation charges

  • If your provider refunded or credited you for the time you couldn’t use the service

  • If cancellation fees or device costs are fair

POSSIBLE OUTCOMES

Depending on your situation, we may ask your telco to...

How we've helped others