Help with your complaint
If you’re not getting the financial support you need, we may be able to help.
How to prevent and act on credit management issues
When you experience credit management issues, prevent your situation from getting worse and take steps to fix it. Find out how to work with your provider and who is responsible for what.
PREVENTION
I need help to stop my financial situation getting worse
Tell your provider about your situation
Ask how they can help you with payment plans and keep you connected in a way you can afford
Be realistic about what services you need and what you can afford to keep paying
If you're already on a payment plan, tell your provider it's not working for you
RESPONSIBILITY
Who is responsible for what
Your provider must respond to your needs
They should offer you help that suits your needs.
Talk with your provider about what suits you
Be realistic about what you can afford. If your situation changes, tell your provider.
You may need to provide evidence
A cancellation confirmation, a receipt, or a summary of what happened.
DEBT COLLECTION HARRASSMENT
Debt collectors should treat you fairly
If a debt collector contacts you about a phone or internet bill, they should treat you with respect.
They should not harass, threaten or pressure you.
If you dispute the debt, tell the debt collector and your provider.
Ask them to stop collection while they look into your dispute.
Keep records of any calls, texts, emails or letters.
We may be able to help if your provider sent a disputed debt to a collector, did not give you enough time to pay, or did not respond to your situation.
Ready to make a complaint?
10-20 minutes
