Helping people with different needs
Some customers need extra support accessing telecommunications services. If your provider has not responded appropriately to your needs, we may be able to help.
TIPS
How you can work with your provider on getting the help you need
Tell your provider about any support or communication needs as early as possible.
Ask for important information in writing so you can refer to it later
Consider using an authorised representative, advocate or support person if you need help dealing with your provider
Keep records of conversations and correspondence in case you need to make a complaint later
OUR EXPECTATIONS
What we expect your provider to do
When speaking with you, we expect your provider to:
Be accessible
Your provider should communicate in a way that works for you and helps you access their services.
Provide information that is clear and easy to understand
Information should be explained clearly so you can make informed decisions.
Explain support programs or assistance services they offer
Your provider should tell you what support is available and how to access it.
Take your situation into account when providing support
Your provider should consider your situation when providing support and responding to your needs.
Ready to make a complaint?
10-20 minutes
OUR CONSIDERATIONS
When reviewing a complaint about support for customers with different needs, we look at:
If the provider understood or was aware of your support needs
What information you gave your provider about your situation
How your provider communicated with you and if it met your needs
What support programs or assistance options were available
The impact your provider's actions had on you
POSSIBLE OUTCOMES
Depending on your issue, we may ask your provider to...
Give you the support you need
Improve how they communicate with you or make adjustments to suit your needs.
Review or change processes
Update records, procedures or staff training to improve support for customers with different needs.
Apologise
Apologise for the poor service and the impact it had on you.
Compensate you
Consider compensating you if its actions caused you loss, inconvenience or distress.
How we've helped others
- Billing or debt
- Customer service and sales
Betty’s provider said she had a $4,500 debt and a default
Betty was pressured into a phone plan she did not understand. When she fell behind on payments, her provider said she owed $4,500 and listed a default. Find out how we helped.
Not making progress? Get us involved
10-20 minutes