Skip to main content
Telecommunications Industry Ombudsman
Quick exit
Telecommunications Industry Ombudsman
Make a complaintUpdate a complaint
Quick exit

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. Your provider should tell you about all costs, contracts, and equipment before you agree. This includes exit fees, and when service and equipment terms are different.

Jump to

TIPS

How you can work with your provider on getting the right information

  1. Ask your provider for the full cost of your plan and any equipment

  2. Ask how long service and equipment contracts are for

  3. Ask who owns the equipment when the contract ends

  4. If your provider didn’t tell you the correct information before you agreed, ask them to fix this or release you from the contract

OUR EXPECTATIONS

What we expect your provider to do

Before you buy, your provider should:

  • Explain the contract terms

    Your provider should make clear how long each contract is for, including any equipment contract as these may be longer.

  • Tell you all the costs

    Your provider should tell you the full price of every product and service before you agree.

  • Tell you who owns the equipment

    Your provider should say if you or they own the equipment when the contract ends.

Ready to make a complaint?

10-20 minutes

Our processGet started

OUR CONSIDERATIONS

We look at if your provider told you everything you needed to know before you agreed.

  • What you told your provider you need

  • If your provider told you about all costs and contract terms before you agreed

  • If your provider gave you the time to read the Critical Information Summary and contract before you agreed

  • How clear the information is

  • If your provider told you who owns the equipment at the end of the contract

POSSIBLE OUTCOMES

Depending on your issue, we may ask your provider to...

  • Release you from the contract

    Let you leave without a cost.

  • Refund what you paid

    Return money you paid for services or equipment they didn’t tell you about.

  • Correct the contract

    Fix the terms to match what your provider told you.

  • Explain your options

    Tell you what you can choose to do next.

How we've helped others