Financial loss for individuals
When your service goes down, it can cost you money for extra data, an alternative service or missed work. If your provider’s actions caused that loss, we may be able to help.
TIPS
How you can work with your provider on financial loss
Tell your provider about the disruption or outage and its impact on you as soon as you can
Ask how they can help you stay connected
Try to minimise your loss by, for example, arranging another way to stay connected
Keep records and tax receipts for any money you spend to minimise your loss
Expectations
What we expect your provider to do
If a disruption or outage cost you money, your provider should:
Look into it
Your provider should investigate the disruption, its cause, and its impact on you.
Help you stay connected
Your provider should offer or suggest other ways to keep you connected.
Compensate you for the loss it caused
Where your provider caused your loss, they should compensate you fairly.
Respond in good time
Your provider should respond to your claim promptly.
Ready to make a complaint?
10-20 minutes
CONSIDERATIONS
We look at...
If your provider’s actions caused your loss
The information supporting your loss
The steps you took to minimise your loss
The impact the loss had on you
POSSIBLE OUTCOMES
Depending on your issue, we may ask your provider to...
If a disruption or outage cost your business money, your provider should:
Compensate your loss
Consider paying you for any loss you can show their actions caused.
Refund charges
Not charge for services when you were unable to use them.
Apologise
Apologise for the disruption and the impact it's had on you.
How we've helped others
- Billing or debt
- Faults
Dr Jones reported frequent call dropouts on his 5G mobile service to Zip Mobile
Dr Jones was misled about 5G coverage and experienced ongoing dropouts.