Damage to property or infrastructure
A provider may damage your land or property during their work - we can help with these complaints. You can also ask us to review charges if a provider says you must pay for damage to its infrastructure.
TIPS
How you can try and resolve this with your provider
Explain what happened and how the damage has affected you
Ask the provider to explain what happened, what they will do next and when. This aligns with TIO’s expectation that providers should acknowledge damage quickly and explain what will happen next
Ask for the proposed fix in writing
You can ask what repairs will be done, who will do them and the timeframe. Providers should work with property owners and renters to repair damage and keep them informed while repairs are underway.
If the provider says you caused damage to its infrastructure, ask why they believe you are responsible.
You must take reasonable steps to avoid damaging underground cables and equipment, and a provider can seek repair costs if those reasonable steps were not taken.
Keep records
Save photos, notices, quotes, invoices, reports and any emails or messages about the damage. Photographs and technical information can help assess these complaints.
GOOD PRACTICE
How we expect your provider to act
Take care to avoid damage
When providers come onto land to plan, install or fix network infrastructure, they must do everything they can to avoid damage.
Fix damage they cause
Providers must fix any damage they cause, except for changes needed for the infrastructure to work.
Communicate clearly and early
Providers should acknowledge damage quickly, explain what happened, explain what will happen next and give landowners and occupiers a clear point of contact.
Repair or compensate fairly
providers should repair damage within a reasonable timeframe and compensate affected landowners and occupiers fairly where repair is not appropriate, including compensation for actual loss.
Ready to make a complaint?
10-20 minutes
OUR CONSIDERATIONS
We look at what happened, what you were told and whether the outcome is fair in the circumstances
When we deal with complaints about damage to infrastructure or property, we consider the law, good industry practice and fairness in all the circumstances.
What happened and who caused the damage. These matters often start with looking at who owed a duty of care and what reasonable steps should have been taken to avoid harm.
Whether you took reasonable steps to avoid damaging underground infrastructure. People must take reasonable steps to avoid damaging underground cables and equipment, including contacting Dial Before You Dig before excavation.
What the provider told you about repairs, charges, liability and next steps. Providers should explain what happened, what will happen next and keep you informed.
Whether repair, compensation or charges are fair in the circumstances. property damage complaints can include disputes about costs for repairing, restoring or replacing property, as well as bills or debts claimed by a telco.
POSSIBLE OUTCOMES
Depending on your situation, we may ask your provider to…
Repair the damage
Ask the provider to repair damage to your property or explain and complete the agreed remedy.
Stop or review charges
Ask the provider to review, stop or withdraw charges if you dispute being held responsible for damage to infrastructure.
Pay fair compensation
Ask the provider to compensate you where repair is not appropriate, including for actual loss.
Improve communication and follow-through
Ask the provider to appoint a contact person, provide updates and clearly explain delays or revised timeframes.
Consumer stories
- Property or land
- Privacy
After Aliya damaged a cable, WorkNet incorrectly charged her $3,900
Consumer damaged a cable on their property and was being billed for the repair and the replacement of the cable.