Help with fault issues
Faults can stop you from using your phone or internet services the way you need to.
When services don’t work, it can disrupt your everyday life and ability to work, access support and stay connected to your community. You may feel frustrated if the problem keeps happening or is taking too long to fix.
The most common complaints we see about phone and internet faults involve:
- dropouts and no service
- poor mobile coverage
- compensation claims
- customer service failures.
When handling complaints involving faults, we may ask you or your provider for more information. This could include:
- details about the type of service you have and how you use it
- actions taken by your provider and how they did or did not fix the fault
- what you were told by your telco and agreed to or what you understood from what it said
- the impact the fault has had on you or your business
- coverage maps.
We also take provider obligations into account, including telco-specific rules about connecting, transferring and fixing phone and internet services.
More information about faults issues
Read our Good Industry Practice Guide for faults
How we've helped consumers with faults issues
Case study: Richard’s family was at risk with no landline service
Case study: Mandy experienced two years of landline problems
Case study: Dr Kumari did not get an explanation for her mobile outage
Case study: Ling's dental clinic works together with Leaf Internet and NBN Co to repair services