Help with credit management issues
Credit management is action providers can take when their customers can’t or don’t pay overdue bills.
If you are experiencing credit management issues, you may also be in financial hardship, have your services cut off, or your credit score may be negatively impacted. These problems could stop you from accessing support or finance, working, or connecting with loved ones.
The most common complaints we see about credit management issues involve:
- debt collection disputes
- listing credit defaults
- billing errors.
When handling credit management complaints, we may ask you or your provider for more information. This could include:
- what you were told by your telco and agreed to
- outstanding charges
- the status of a debt
- communications and notices about the debt
- actions your provider has taken.
We also take provider obligations into account, including telco-specific rules, credit and privacy rules, and the Australian Consumer Law.
More information about credit management issues
Read our Good Industry Practice Guide for credit management
Complaints about credit enquiries
Defaults and serious credit infringements
Restriction and disconnection for non-payment
How we've helped consumers with credit management issues
Case study: GoPhone cut off Sarah’s mobile after agreeing a payment plan
Case study: Default listing on post-paid plans
Case study: History of payment plans and automatic pre-approval