Promises and pressure
A salesperson talked you into a plan you can’t afford, sold you extras you didn’t ask for, or promised a deal they did not deliver. A provider should sell you what suits you and give you time to think about it.
TIPS
How you can work with your provider to get the support you need
Write down what the salesperson told you, including the date, the price and deal they offered
Keep any ads, emails or texts showing what your provider promised
Ask your provider to give you what it offered, or cancel what you didn’t agree to
If a salesperson pushed you to buy something you don’t need or want and does not suit you, tell your provider you want to cancel at no cost
OUR EXPECTATIONS
What we expect your provider to do
When your provider sells to you, it should:
Sell you what suits you
Your provider should recommend products and services that fit your needs. They should never sell you more than you need or can afford.
Give you time to decide
Your provider should never pressure you and should give you time to think it over.
Keep its promises
Your provider should give you the goods and services they promised.
Look out for people at risk
Your provider should train their staff to identify and support people in vulnerable situations.
Ready to make a complaint?
10-20 minutes
OUR CONSIDERATIONS
We look at what your provider told you, how they sold it to you and if the sale was fair.
What the salesperson promised, and what you received
If your provider sold you more than you needed or could afford
If your provider pressured you or rushed your decision
If your provider knew, or should have known, you were in a vulnerable situation
POSSIBLE OUTCOMES
Depending on your issue, we may ask your provider to...
Keep their promise
Give you the product or service they promised you.
Reverse the sale
Cancel the service contract and take back any equipment you didn’t need or want.
Refund you
Return money you paid for something you didn’t need or want.
Waive service charges
Remove charges for services that you didn’t need or want.
How we've helped others
- 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.