Customer service and sales
Your provider should give you clear answers, and treat you respectfully when speaking with you. When selling, they should give you the right information and services for your needs.
What we can help with
Select your situation for specific advice and steps.
- Learn more about Helping people with different needs
Helping people with different needs
Learn about the support providers should give customers with disability, accessibility needs, language barriers or other circumstances that may affect how they access telecommunications services.
- Learn more about Information not shared
Information not shared
When you signed up, your provider didn’t tell you about costs, contract terms, or they didn’t tell you who would own the equipment.
- Learn more about Loss of access to your phone number
Loss of access to your phone number
Lost access to your phone number or having trouble getting it back? Find out what your provider should do and how we may be able to help.
- Learn more about Poor support
Poor support
Your provider kept you waiting, its staff couldn’t resolve your issue, or a technician left without fixing the problem.
- Learn more about Priority assistance
Priority assistance
Due to a medical condition you need to have access to a landline service and your provider is not able to assist you.
- Learn more about Promises and pressure
Promises and pressure
Your provider promised something you didn’t get, or pushed you into buying something you didn’t want or need.
- Learn more about Transferring your service
Transferring your service
Switching providers should be simple. Learn what to expect and how we can help if something goes wrong when your service is transferred.
- Learn more about Wrong information
Wrong information
Your provider gave you wrong or unclear information about a plan, service or contract.
Ready to make a complaint?
10-20 minutes
What we can’t do
Tell providers how to run their business
We can’t tell providers how to staff their stores or contact centres. We can look at whether they treated you fairly.
Guarantee a specific outcome
We work with you and your provider to get a fair result. We can’t guarantee what a specific outcome will be.
Tips for working with your provider
Try saying/asking
- Please show me the contract and other information before I agree to anything.
- Please put what you promised in writing, including the price and the terms.
- I didn’t ask for this product and I don’t want it. Please remove it and stop charging me.
- A staff member gave me wrong information. Can you please fix this and tell me what you’ll do?
- Tips for signing up to products and services
- How to make it easy for your provider to organise a new connection
Not making progress? Get us involved
10-20 minutes
How we've helped others
Read more about Emu’s customer service was poor, but its offer wasn’t enough for Guowei- Customer service and sales
Emu’s customer service was poor, but its offer wasn’t enough for Guowei
Guowei contacted us after struggling to get clear help from his telco about unlocking a device. He experienced poor customer service and could not resolve the issue.
Read more about Conall was sold over $15,000 worth of mobiles and accessories on a pension- Customer service and sales
- Billing or debt
Conall was sold over $15,000 worth of mobiles and accessories on a pension
Conall was sold more than $15,000 worth of mobiles and accessories while on a government pension by CurbTel.
Read more about PhoPhone told Jane a new Gold Phone 25 would solve coverage issues- Customer service and sales
PhoPhone told Jane a new Gold Phone 25 would solve coverage issues
Jane was told a new phone would fix her poor coverage, but the problem didn’t improve.
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Read more about Providers offer ‘free’ accessories and then charge for them- Customer service and sales
Providers offer ‘free’ accessories and then charge for them
Salesperson from Telco A and B charged customers for mobile accessories that they claimed would be free with a new plan
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Read more about Emu’s customer service was poor, but its offer wasn’t enough for Guowei
- Customer service and sales
Emu’s customer service was poor, but its offer wasn’t enough for Guowei
Guowei contacted us after struggling to get clear help from his telco about unlocking a device. He experienced poor customer service and could not resolve the issue.
-
Read more about Conall was sold over $15,000 worth of mobiles and accessories on a pension
- Customer service and sales
- Billing or debt
Conall was sold over $15,000 worth of mobiles and accessories on a pension
Conall was sold more than $15,000 worth of mobiles and accessories while on a government pension by CurbTel.
-
Read more about PhoPhone told Jane a new Gold Phone 25 would solve coverage issues
- Customer service and sales
PhoPhone told Jane a new Gold Phone 25 would solve coverage issues
Jane was told a new phone would fix her poor coverage, but the problem didn’t improve.