Complaints we can and can't take
We can deal with most complaints from residential and small business customers about your landline telephone, mobile or internet service. You must have tried to resolve the issue with your provider before we will deal with your complaint.
Who we can help
We only deal with complaints from residential and small business customers.
To decide whether a business is small, we consider its turnover, employee numbers, structure, and nature, as well as what your complaint is about.
- No more than 20 full-time employees. We will take into account if employees are permanent, casual, and if employment is seasonal or voluntary, and
- Up to $3,000,000 annual turnover.
Please contact us if you’re unsure if we can help.
To make a complaint, you must be either an account holder or authorised by the account holder to deal with the matter. You can authorise someone to talk to us on your behalf using these forms:
- Authorisation form for representing an individual (including a sole trader)
- Authorisation form for representing a small business
The age of your complaint
We deal with complaints about things that happened, or that you became aware of, within the last two years. We may still be able to help with complaints that are up to six years old, depending on the reason for the delay. Contact us if you’re unsure if we can help.
The value of your complaint
We can help resolve complaints that involve more than $100,000. However, we can only make binding decisions about amounts up to $50,000 or recommendations about amounts up to $100,000. If your dispute is about larger amounts, you may wish to speak to a lawyer.
Issues we help with
Below are examples of issues we can and can’t deal with. If you’re not sure if we can deal with your complaint, contact us. If we can’t help, we’ll refer you to someone who can.
Landline, mobile and internet services |
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We can help with:
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We can’t help with:
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Payphones, phone cards, TV, domain names, public mobile radio, White and Yellow pages, operator services and directory assistance |
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We can help with:
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We can’t help with:
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Land and property |
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We can look at:
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We can’t look at:
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Spam and telemarketing |
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We can look at:
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We can’t look at:
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Privacy |
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We can look at:
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We can’t look at:
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Compensation |
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We can look at:
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We can’t look at:
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