Faulty equipment
When you buy equipment from your provider as part of a service, it should work without a fault. If it doesn't work, or stops working, we can help you.
TIPS
How you can resolve a faulty equipment issue with your provider
Contact your provider as soon as possible. Tell them when the problem started and what is wrong.
Provide proof of purchase.
Your provider may need to check the equipment - ask them how to return it safely.
Ask your provider to put in writing what they plan to do and when.
Expectations
What we expect your provider to do
If you’ve reported faulty equipment, your provider must:
Check the equipment
Your provider must check if the equipment is faulty and tell you what they find.
Fix or replace it
If the equipment is faulty, your provider must repair or replace it or give you a refund.
Set clear timeframes
Your provider must let you know what’s happening and how long it will take.
Use plain language
Your provider should explain any technical issues using language you understand.
Ready to make a complaint?
10-20 minutes
OUR CONSIDERATIONS
We look at what went wrong, what you were told and if your provider did enough to fix it.
If the equipment is part of your contract
What your legal rights are
How the faulty equipment affected your service
What steps you and your provider took to fix it
POSSIBLE OUTCOMES
Depending on your fault, we may ask your provider to...
Fix the equipment
Repair the equipment so it works properly.
Replace or refund it
Give you a replacement, or a refund.
Offer compensation
In some cases compensate you if the equipment took too long to fix or replace.
Release you from your contract
Let you leave your contract without an exit fee.
How we've helped others
- Faults
Yemat Tutors paid thousands for phone equipment that never worked
Yemat Tutors* signed up to a four-year deal with BranchTel* for NBN services and phone equipment, the latter provided under a separate agreement with FoneHouse*. After installation, the equipment did…