Preventing more harm
Your provider should not sell a debt, list a default or disconnect your service when you’re working with them on a payment plan.
TIPS
How you can work with your provider to stop more harm
Tell your provider how its actions are impacting you
Ask them to stop debt collection, default listing or disconnection while you’re working on a solution
Ask what they will do about any harm already done
Keep a record of what you agreed with them
EXPECTATIONS
What we expect your provider to do
While they work with you, your provider should:
Stop credit action
Your provider should stop debt collection and default listing while they assess your hardship.
Keep you connected
Your provider should keep your services connected while you’re working together.
Undo any harm
Your provider should reverse any harm already done.
Prevent more harm
Your provider should work with you to understand your situation and make sure their actions prevent more harm.
Ready to make a complaint?
10-20 minutes
OUR CONSIDERATIONS
We look at what your provider did, what they should have done and the impact on you.
What your provider did after you asked for help
If your provider stopped credit action when you told it about your money trouble
If your provider kept your service connected
What impact their actions had on you
POSSIBLE OUTCOMES
Depending on your issue, we may ask your provider to...
Remove a default listing
Remove an unfair default listing from your credit file.
Stop debt collection
Recall any money you owe from debt collectors.
Keep you connected
Reconnect any services it disconnected.
Compensate you
In some cases, your provider should compensate you depending on the impact their actions had on you.
How we've helped others
- Financial hardship
- Billing or debt
Martin’s provider wouldn’t provide options on how he could pay
When Martin could no longer afford multiple phone contracts, we helped him and his telco find a fair way forward. The outcome reduced his costs and supported him through financial hardship.