Wrong information
Your provider should know their products and services, and always give you correct information. If you can’t get the information you need, we may be able to help. 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.
TIPS
How you can work with your provider to get the information you need
Tell your provider about the issue and its impact on you
Ask your provider what they will do and when
Give your provider a reasonable amount of time to fix the issue
If you made a decision based on the wrong information, ask your provider how it plans to fix that
OUR EXPECTATIONS
What we expect your provider to do
If your provider gave you wrong information, your provider should:
Give you clear, correct information
Your provider should give you the right information about every product, service and price.
Show you the details before you buy
Your provider should give you the Critical Information Summary and contract before you agree. That way you can read them and ask questions.
Train staff
Your provider should train their staff to know their products and answer your questions in plain language.
Fix their mistakes
If your provider got it wrong, they should make it right.
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.
What you asked for, and what you thought you were buying
What yours and the provider’s records (call recordings, chat transcripts and notes) show about the conversation
If your provider showed you the contract and Critical Information Summary before you agreed
If the provider had the product knowledge to help
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 because of the wrong information.
Take back goods
Accept the return of goods you bought based on incorrect information.
Retrain staff
Give staff better product training so it doesn’t happen again.
How we've helped others
- 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.