Poor support
Your provider kept you waiting, couldn’t fix your problem or sent a technician who left without resolving the fault. Your provider should give you clear support and fix issues within a reasonable time. If you can’t get the help you need, we may be able to help.
TIPS
How you can work with your provider to get the support you need
Tell your provider about the issue and its impact on you
Ask your provider what they will do and when, and keep a record of this
Give your provider a reasonable amount of time to fix the issue
If a technician can’t fix the fault, ask what happens next and when
OUR EXPECTATIONS
What we expect your provider to do
When you ask for help, your provider should:
Answer in reasonable time
Your provider should answer phones and online chats so you don’t need to wait too long.
Treat you with respect
Your provider should be helpful and polite and take your complaint seriously.
Know its products
Your provider should know its products and services so they can fix your issue.
Send a technician who can fix the issue
When technicians visit, they should bring the right equipment and have the right skills to fix most issues.
Ready to make a complaint?
10-20 minutes
OUR CONSIDERATIONS
We look at if your provider told you everything you needed to know before you agreed.
How long you waited, and how many times you had to contact them
How your provider treated you
If your provider knew how to resolve your issue
Why a technician left without fixing the fault
POSSIBLE OUTCOMES
Depending on your issue, we may ask your provider to...
Apologise
Apologise for the poor service.
Compensate you
Consider paying you in proportion to the impact the poor service had on you.
Retrain its staff
Give staff better training so they can help next time.
Send the right technician
Arrange a visit from someone who can fix the fault.
How we've helped others
- 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.