Complaint issues and keywords
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Issues in complaints are recorded based on five broad categories that follow the lifecycle of a consumer’s relationship with their phone or internet provider. A single complaint can have more than one issue.
This information can also be viewed in a keyword wheel graphic representation.
Sales and support
| Category | Issue keyword |
| Making a contract | Attempt to cancel during cooling off period |
| Advantage taken of vulnerable consumer | |
| Misleading advice or sign-up actions | |
| Not capable of entering a contract | |
| Failed to assess financial capacity | |
| Inadequate service information | |
| Service not fit for purpose | |
| Refused a service | |
| Connection and transfer | New build |
| Lost number | |
| New number | |
| Unauthorised transfer | |
| Delay setting up a service | |
| Delay transferring a service | |
| Service disruption | No service |
| Network outage | |
| Slow data speed | |
| Service partly faulty | |
| Noise or interference | |
| Poor mobile coverage | |
| Disconnection in error | |
| Intermittent service or dropouts | |
| Unable to call Triple Zero (000) | |
| Equipment | Equipment fault |
| Unsuitable equipment | |
| Equipment not delivered | |
| Emergency call device blocking |
Financial
| Category | Issue keyword |
| Fees and charges | Bill unclear |
| Cancellation charges | |
| Bill not received | |
| Disputed charges | |
| Roaming charges | |
| Technician call-out fee | |
| Third party billing charges | |
| Connection or reconnection fee | |
| Late payment or dishonour charges | |
| Excess call, data, SMS or MMS charges | |
| Credit management | Financial hardship |
| Debtor harassment | |
| Credit default report | |
| Debt sold to collector | |
| Payment extension or arrangement | |
| Restricted or disconnected service due to debt | |
| Payments | Payment error |
| Payment not applied | |
| Direct debit not cancelled | |
| Unsuitable payment options | |
| Compensation | Refund or credit promised |
| Privacy related compensation | |
| Compensation for financial loss | |
| Compensation for property damage | |
| Compensation for experience or inconvenience |
Customer service
| Category | Issue keyword |
| Information management | Private number |
| Request for information denied | |
| Collection of information dispute | |
| Consumer information is inaccurate | |
| Unauthorised access or disclosure of information | |
| Provider response | Missed appointment |
| Provider uncontactable | |
| Rude behaviour from provider | |
| Agreed resolution not actioned | |
| Refusal to deal with authorised representative |
Account
| Category | Issue keyword |
| Safety and security | Fraud |
| Scam | |
| Difficulties with identity verification | |
| Harassment or threatening communications | |
| Specialist and account services | Problem with add-on or enhanced feature |
| Disability or health‑related equipment | |
| Unable to access account or data | |
| Loyalty or reward program issue | |
| Directory listing | |
| Service account | Service not cancelled on consumer request |
| Finance agreement for equipment | |
| Change of account holder | |
| Unfair contract terms | |
| Variation by provider |
Property
| Category | Issue keyword |
| Damage | Damage caused by consumer |
| Damage caused by third party | |
| Damage caused by service provider | |
| Infrastructure | Dangerous or non-compliant infrastructure |
| Disputed location of equipment | |
| Land access notice | Carrier objection referral |
| Land access notice issue | |
| Refusal to refer objection to TIO |