Help with customer service issues
Receiving poor customer service can be stressful and time consuming. When your provider is not listening or communicating well, it can be challenging to understand what you need to do and get the right support.
The most common complaints we see about customer service issues involve:
- incorrect or misleading information
- poor customer support
- technical issues
- unauthorised changes to accounts.
When handling complaints involving customer service issues, we may ask you or your provider for extra information. This could include:
- actions taken by your provider and how they did or did not fix the problem
- what you were told by your telco and agreed to or understood from advice given.
We also take provider obligations into account, including telco-specific rules about handling complaints and the Australian Consumer Law.
More information about customer service issues
Read our Good Industry Practice Guide for customer service
Helping customers with different needs
Customer service and complaints
How we've helped consumers with customer service issues
Case study: Terry’s phone number went missing when he moved house
Case study: Phone and internet services in a new home
Case study: Land access for installation and maintenance of existing telecommunications facilities