Consumer stories

Our consumer stories bring together real case studies across common issues, showing how complaints arise, what goes wrong, and how they can be resolved.

- Customer service and sales
PhoPhone told Jane a new Gold Phone 25 would solve coverage issues
Jane was told a new phone would fix her poor coverage, but the problem didn’t improve.
Read more about PhoPhone told Jane a new Gold Phone 25 would solve coverage issues
- Billing or debt
- Faults
Three outages close Food Shop, XenTel ups its offer
After repeated outages shut a small business for three days, we helped the owner secure $1,000 in compensation, resolving the dispute with Xentel and getting them back to business sooner.
Read more about Three outages close Food Shop, XenTel ups its offer
- Scams, spam and fraud
- Billing or debt
A default listing by FunnyNet meant Jasmeen couldn’t get a home loan
A default listing for a service she never used stopped Jasmeen’s home loan. Our investigation found fraud, removed the debt and secured compensation.
Read more about A default listing by FunnyNet meant Jasmeen couldn’t get a home loan
- 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.
Read more about After Aliya damaged a cable, WorkNet incorrectly charged her $3,900
- Privacy
Aiko’s provider moved her services to her ex-partner without asking
Aiko’s provider transferred her mobile and internet to her former husband without checking with her. We found a privacy breach and helped Aiko get compensation.
Read more about Aiko’s provider moved her services to her ex-partner without asking
- Customer service and sales
- Billing or debt
Barbara’s loan was rejected after a TelcoZ credit default listing error dispute
Consumer had a debt to a provider for a service they never resulting in a default listing that affected their ability to secure a home loan.
Read more about Barbara’s loan was rejected after a TelcoZ credit default listing error dispute
- Billing or debt
- Customer service and sales
Betty’s provider said she had a $4,500 debt and a default
Betty was pressured into a phone plan she did not understand. When she fell behind on payments, her provider said she owed $4,500 and listed a default. Find out how we helped.
Read more about Betty’s provider said she had a $4,500 debt and a default
- Billing or debt
- Customer service and sales
Billing complaint
Older customer was signed up to a service they didn’t understand, but after raising a complaint the provider cancelled the contract without fees and moved the customer to a more suitable plan.
Read more about Billing complaint
- Billing or debt
- Customer service and sales
Billing dispute and suspended service
Customer’s service was suspended after a billing misunderstanding removed payment details, but after a complaint the provider restored the account and applied credits to resolve the issue.
Read more about Billing dispute and suspended service
- Billing or debt
- Customer service and sales
Cancelling a ‘no lock-in’ plan led to full device charges
Consumers signed a "no-lock in contract" and then were charged for the devices upon leaving the contract. They were not advised that payment for the device could not continue as separate from the ser…
Read more about Cancelling a ‘no lock-in’ plan led to full device charges
- Scams, spam and fraud
- Billing or debt
Carlo was placed into further hardship after falling victim to a scam
Carlo, a full-time student with limited income, was scammed into buying three mobile phones, leaving him with a $3,200 debt. He contacted BranchTel for help as he couldn’t afford to pay off the debt,…
Read more about Carlo was placed into further hardship after falling victim to a scam
- Financial hardship
- Billing or debt
Charlotte lost her job during the pandemic and asked SmileTel for help
A consumer lost her job and could not pay her phone bill. We found the telco did not clearly explain its financial hardship options and unfairly disconnected her service.
Read more about Charlotte lost her job during the pandemic and asked SmileTel for help
- Customer service and sales
- Billing or debt
Conall was sold over $15,000 worth of mobiles and accessories on a pension
Conall was sold more than $15,000 worth of mobiles and accessories while on a government pension by CurbTel.
Read more about Conall was sold over $15,000 worth of mobiles and accessories on a pension
- Customer service and sales
- Domestic and family violence
Consumer in financial hardship receives debt waiver and credit file correction
After a telco failed to provide hardship support and listed a default on Charissa's credit file, we helped with removal of the default, debt from collections and excess charges.
Read more about Consumer in financial hardship receives debt waiver and credit file correction
- Billing or debt
Contract cancellation error
Customer tried to cancel a contract, but an error meant it stayed active and charges continued until the provider investigated, corrected the mistake and fixed the billing.
Read more about Contract cancellation error
- Billing or debt
Daniel’s beauty salon is paid $10,000 in compensation for business loss
Daniel operates a beauty salon and has a telephone and internet service with Brave Networks. Clients contact the salon by telephone to make appointments.The salon’s telephone and internet services be…
Read more about Daniel’s beauty salon is paid $10,000 in compensation for business loss
- Customer service and sales
- Billing or debt
Debt collection
Customer was pursued for a debt that had already been waived, but after a complaint the provider confirmed the error and cleared the charges again.
Read more about Debt collection
- Billing or debt
- Customer service and sales
Disputed credit default listing
Customer disputed a credit default after a loan rejection, but the investigation found the provider met its obligations, so the default listing remained on the customer’s credit file.
Read more about Disputed credit default listing
- 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.
Read more about Dr Jones reported frequent call dropouts on his 5G mobile service to Zip Mobile
- Faults
Dr Kumari did not get an explanation for her mobile outage
Doctor experienced a prolonged mobile outage with no clear explanation from the provider, affecting work, before a complaint revealed a network outage and resulted in a refund of service charges.
Read more about Dr Kumari did not get an explanation for her mobile outage
- Faults
- Customer service and sales
Dr Priya’s compensation claim is rejected
Dr Priya’s clinic lost income during a delayed service transfer, but the compensation claim was rejected as alternative options could have been used to maintain services.
Read more about Dr Priya’s compensation claim is rejected
- Customer service and sales
Emu’s customer service was poor, but its offer wasn’t enough for Guowei
Guowei contacted us after struggling to get clear help from his telco about unlocking a device. He experienced poor customer service and could not resolve the issue.
Read more about Emu’s customer service was poor, but its offer wasn’t enough for Guowei
- Billing or debt
Excess data charges
Customer received a $3,200 bill for excess data without warnings, disputed the charges, and after investigation the provider agreed the billing was incorrect and waived the fees.
Read more about Excess data charges
- Customer service and sales
- Billing or debt
GoPhone cut off Sarah’s mobile after agreeing a payment plan
Consumer agreed to a payment plan, but the debt was then on-sold to a debt collector.
Read more about GoPhone cut off Sarah’s mobile after agreeing a payment plan
- Customer service and sales
- Financial hardship
History of payment plans and automatic pre-approval
Customer took out multiple mobile plans despite repeated payment issues, as automatic pre‑approval allowed more services, resulting in high debt before most services were cancelled and charges waived.
Read more about History of payment plans and automatic pre-approval
- Customer service and sales
Improving how telcos tell consumers about the TIO
Customers experienced financial hardship and struggled to pay telco bills, but after raising concerns, providers worked with them to offer support, flexible payment plans and more manageable solutions
Read more about Improving how telcos tell consumers about the TIO
- Billing or debt
International mobile roaming
Customer incurred unexpected international roaming charges while overseas, leading to a dispute before the provider reviewed the case and adjusted or reduced the charges after investigation.
Read more about International mobile roaming
- Customer service and sales
Investigating a business loss claim
Business claimed significant losses after delayed service connection, but investigation found limited impact, and after review the provider’s increased compensation offer of $9,000 was accepted.
Read more about Investigating a business loss claim
- Customer service and sales
- Faults
Jean-Pierre entered wrong address in order form, delaying connection setup
When Jean-Pierre decided to open a takeaway restaurant, he leased a restaurant space at ‘Shop 9’ of a small shopping strip. He asked SparrowNet to connect a landline and internet service there.Sparro…
Read more about Jean-Pierre entered wrong address in order form, delaying connection setup
- Billing or debt
- Customer service and sales
Jose’s 9 post-paid plans
Jose discovered nine mobile plans were added to the account by an authorised representative, creating a large unexpected debt and raising concerns about account control and approval processes.
Read more about Jose’s 9 post-paid plans
- Natural disaster
Kelly was unable to receive emergency notifications during a bushfire
When bushfires threatened her community, Kelly's mobile service became unreliable, leaving her unable to depend on emergency notifications and essential communications.
Read more about Kelly was unable to receive emergency notifications during a bushfire
- Property or land
Land access
The carrier planned to install a cable under a waterway, notifying the landowner as required. The landowner objected, citing concerns about environmental impact, the cable's location and the timing o…
Read more about Land access
- Property or land
Land access for installing and maintaining existing communications facilities
A carrier wanted to install an underground conduit and cable and replace an existing telco pit on rural land next to a railway line to improve the telecommunications network it operates.
Read more about Land access for installing and maintaining existing communications facilities
- Property or land
Landowner objects to new telco infrastructure
Landowner objected to rooftop telco installation over structural and visual concerns, but after investigation the provider met its obligations and was allowed to proceed with conditions.
Read more about Landowner objects to new telco infrastructure
- Customer service and sales
LineUp pressured 75-year-old Elizabeth to change her landline service
LineUp phone company pressured a consumer to transfer her services and continued with the process despite the consumer not agreeing.
Read more about LineUp pressured 75-year-old Elizabeth to change her landline service
- Faults
- Customer service and sales
Ling’s clinic worked with providers to restore services after ongoing faults
Dental clinic’s phone and internet faults disrupted bookings and payments until providers worked together to fix services and pay compensation after a complaint.
Read more about Ling’s clinic worked with providers to restore services after ongoing faults
- Customer service and sales
- Faults
Loss of services
Elderly customer lost home phone service with no mobile coverage, leaving safety risks until the provider supplied a suitable interim solution after an urgent TIO complaint.
Read more about Loss of services
- Billing or debt
- Customer service and sales
Lucas could not afford the cost of a satellite service
Lucas could not afford the cost of a satellite service which was his only option to get connected to the internet.
Read more about Lucas could not afford the cost of a satellite service
- Faults
Mandy experienced two years of landline problems
Customer experienced ongoing landline faults for two years despite repeated reports, but after a complaint the provider restored the service and offered a reliable backup option.
Read more about Mandy experienced two years of landline problems
- 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.
Read more about Martin’s provider wouldn’t provide options on how he could pay
- Domestic and family violence
- Faults
Mary needed reliable internet for her security cameras
When Mary’s internet service failed repeatedly, it put her safety at risk. We worked with the provider to replace faulty equipment and secure compensation for the distress caused.
Read more about Mary needed reliable internet for her security cameras
- Faults
- Customer service and sales
Masie's small business lost money when Pan Phones lost her number
A small business moved premises and their service provider didn't transfer their phone number to the new address.
Read more about Masie's small business lost money when Pan Phones lost her number
- Billing or debt
Megaphone said Ailin must pay the full cost of her phone after cancelling
A student cancelled her mobile service after poor coverage but was told to pay the full cost of her phone. We found the provider couldn’t deliver the promised service and required a fair resolution.
Read more about Megaphone said Ailin must pay the full cost of her phone after cancelling
- Customer service and sales
Misleading sales calls for NBN services
Consumers received misleading NBN sales calls with incorrect pricing and terms, prompting a review and improved sales practices to ensure clearer information and better customer understanding.
Read more about Misleading sales calls for NBN services
- Customer service and sales
- Privacy
Misleading telemarketing calls for transferring of services
High pressure and misleading sales calls resulting in consumers signing up for services they do not need.
Read more about Misleading telemarketing calls for transferring of services
- Faults
- Customer service and sales
Mobile Coverage
Customers were told mobile coverage would improve after network upgrades, but services remained poor, and after investigation the provider waived early termination fees for affected customers.
Read more about Mobile Coverage
- Billing or debt
Neil was not offered a reasonable payment arrangement when he was unable to work
Customer fell behind on payments after becoming unable to work due to illness, but after a complaint the provider agreed to a manageable payment plan and reduced ongoing costs.
Read more about Neil was not offered a reasonable payment arrangement when he was unable to work
- Billing or debt
Payment details were accidentally deleted from Paul's account
A customer’s service was suspended after a billing misunderstanding. We helped resolve the issue by restoring account details and securing a discount on future bills.
Read more about Payment details were accidentally deleted from Paul's account
- Customer service and sales
- Billing or debt
Phone and internet services in a new home
Consumer arranged internet transfer to a new home, faced connection issues and cancellation fee charges, and was advised to allow the provider time to investigate and resolve the complaint.
Read more about Phone and internet services in a new home
- Customer service and sales
Phone upgrades
Customer was misled into upgrading to a phone they couldn’t use, and after repeated issues and failed replacements, returned the device and agreed to a more suitable plan after intervention.
Read more about Phone upgrades
- Billing or debt
- Customer service and sales
Provider charges consumers excess charges on prepaid roaming plan
We helped consumers get credits for unexpected excess data charges on a prepaid overseas roaming plan.
Read more about Provider charges consumers excess charges on prepaid roaming plan
- Customer service and sales
Providers offer ‘free’ accessories and then charge for them
Salesperson from Telco A and B charged customers for mobile accessories that they claimed would be free with a new plan
Read more about Providers offer ‘free’ accessories and then charge for them
- Faults
Richard’s family was at risk with no landline service
Richard, living in a rural, high fire risk area with no mobile coverage, relies on his landline for emergency calls. Despite having Priority Assistance, his landline has had issues for 10 years.
Read more about Richard’s family was at risk with no landline service
- Customer service and sales
Sales practices towards asylum seekers without working visas
Asylum seekers without working visas were sold post‑paid services they could not afford, leading to large debts and systemic concerns, prompting stronger controls, audits and improved sales training.
Read more about Sales practices towards asylum seekers without working visas
- Customer service and sales
Sales practices towards vulnerable indigenous customers
Customers were sold multiple phone plans and devices despite known vulnerabilities and existing debts, leading to systemic concerns and new controls to improve responsible sales practices.
Read more about Sales practices towards vulnerable indigenous customers
- Natural disaster
Sandra was left without a vital phone service after satellite service failures
When a satellite phone service failed in a remote community prone to flooding, Sandra was left without reliable access to healthcare, emergency services and essential communications.
Read more about Sandra was left without a vital phone service after satellite service failures
- Customer service and sales
Santo’s travel agency was misled about an equipment lease
Small business misled into a long‑term equipment lease thought to match a shorter plan, leading to unexpected fees before the agreement was cancelled after a complaint.
Read more about Santo’s travel agency was misled about an equipment lease
- Privacy
Simon suspected interference with his mobile account, but Dialling denied it
Simon thought someone had accessed his mobile account without permission after calls were blocked and unknown contact details appeared.
Read more about Simon suspected interference with his mobile account, but Dialling denied it
- Scams, spam and fraud
Spam overwhelms Charbel’s email inbox and Cedarfone’s tips don’t work
Spam emails overwhelmed Charbel’s inbox after his details were exposed online. We helped reduce the issue and secured a billing credit for the inconvenience.
Read more about Spam overwhelms Charbel’s email inbox and Cedarfone’s tips don’t work
- Customer service and sales
Supporting phone and internet providers
Small business launched a telco service without joining the TIO, prompting intervention and guidance before the business registered and met its obligations under telecommunications rules.
Read more about Supporting phone and internet providers
- Privacy
- Faults
Systemic investigation – Consumers could not report urgent complaints
Consumers could not contact their provider to report urgent service issues, creating safety risks, prompting a systemic investigation and improved staffing and support to reduce complaints.
Read more about Systemic investigation – Consumers could not report urgent complaints
- Billing or debt
- Faults
Tamin Tutoring was charged an unfairly high early cancellation fee
Tamin Tutoring signed up for an NBN service and equipment bundle with BlockTel but experienced frequent faults with slow and dropped video calls and inconsistent phone calls. When they tried to cance…
Read more about Tamin Tutoring was charged an unfairly high early cancellation fee
- Billing or debt
- Faults
Telco D’s advertising does not include possible costs of ‘free’ trial
Customers signed up to a ‘free’ trial but were charged for equipment costs when cancelling, leading to complaints and changes to advertising to clearly disclose costs and improve transparency.
Read more about Telco D’s advertising does not include possible costs of ‘free’ trial
- Billing or debt
- Customer service and sales
Telco E sells technical support to customers who do not understand or need it
Customer was sold technical support services they did not need or understand, leading to unnecessary costs before the provider retrained staff and allowed affected customers to cancel without penalty.
Read more about Telco E sells technical support to customers who do not understand or need it
- Customer service and sales
Terry’s phone number went missing when he moved house
A consumer was transferring his service from one provider to another, and lost his number in the process.
Read more about Terry’s phone number went missing when he moved house
- Billing or debt
- Customer service and sales
Unusual mobile upgrades
Customer was sold a high‑cost mobile plan and devices they didn’t understand or need, leading to unaffordable bills before the provider accepted returns and waived all related charges.
Read more about Unusual mobile upgrades
- Domestic and family violence
- Privacy
Vanessa received a debt notice for phones bought by an abuser
Vanessa was left with debts from phones she didn’t authorise. We investigated the identity fraud, helped correct the records, and ensured unfair charges and defaults were removed.
Read more about Vanessa received a debt notice for phones bought by an abuser
- Privacy
- Domestic and family violence
We worked with Sparrow Net to improve its account security process
Existing account security process was not always suitable for consumers who were experiencing family violence
Read more about We worked with Sparrow Net to improve its account security process
- Faults
Yemat Tutors paid thousands for phone equipment that never worked
Yemat Tutors* signed up to a four-year deal with BranchTel* for NBN services and phone equipment, the latter provided under a separate agreement with FoneHouse*. After installation, the equipment did…
Read more about Yemat Tutors paid thousands for phone equipment that never worked
- Billing or debt
Zed signs up with TellAll, pays by direct debit, but doesn’t get a bill
Customer paid for an NBN service by direct debit but didn’t receive monthly bills. We worked with the provider to fix its billing system and improve how customers receive bills.
Read more about Zed signs up with TellAll, pays by direct debit, but doesn’t get a bill

PhoPhone told Jane a new Gold Phone 25 would solve coverage issues

Three outages close Food Shop, XenTel ups its offer

A default listing by FunnyNet meant Jasmeen couldn’t get a home loan

After Aliya damaged a cable, WorkNet incorrectly charged her $3,900

Aiko’s provider moved her services to her ex-partner without asking

Barbara’s loan was rejected after a TelcoZ credit default listing error dispute

Betty’s provider said she had a $4,500 debt and a default

Billing complaint

Billing dispute and suspended service

Cancelling a ‘no lock-in’ plan led to full device charges

Carlo was placed into further hardship after falling victim to a scam

Charlotte lost her job during the pandemic and asked SmileTel for help

Conall was sold over $15,000 worth of mobiles and accessories on a pension

Consumer in financial hardship receives debt waiver and credit file correction

Contract cancellation error

Daniel’s beauty salon is paid $10,000 in compensation for business loss

Debt collection

Disputed credit default listing

Dr Jones reported frequent call dropouts on his 5G mobile service to Zip Mobile

Dr Kumari did not get an explanation for her mobile outage

Dr Priya’s compensation claim is rejected

Emu’s customer service was poor, but its offer wasn’t enough for Guowei

Excess data charges

GoPhone cut off Sarah’s mobile after agreeing a payment plan

History of payment plans and automatic pre-approval

Improving how telcos tell consumers about the TIO

International mobile roaming

Investigating a business loss claim

Jean-Pierre entered wrong address in order form, delaying connection setup

Jose’s 9 post-paid plans

Kelly was unable to receive emergency notifications during a bushfire

Land access

Land access for installing and maintaining existing communications facilities

Landowner objects to new telco infrastructure

LineUp pressured 75-year-old Elizabeth to change her landline service

Ling’s clinic worked with providers to restore services after ongoing faults

Loss of services

Lucas could not afford the cost of a satellite service

Mandy experienced two years of landline problems

Martin’s provider wouldn’t provide options on how he could pay

Mary needed reliable internet for her security cameras

Masie's small business lost money when Pan Phones lost her number

Megaphone said Ailin must pay the full cost of her phone after cancelling

Misleading sales calls for NBN services

Misleading telemarketing calls for transferring of services

Mobile Coverage

Neil was not offered a reasonable payment arrangement when he was unable to work

Payment details were accidentally deleted from Paul's account

Phone and internet services in a new home

Phone upgrades

Provider charges consumers excess charges on prepaid roaming plan

Providers offer ‘free’ accessories and then charge for them

Richard’s family was at risk with no landline service

Sales practices towards asylum seekers without working visas

Sales practices towards vulnerable indigenous customers

Sandra was left without a vital phone service after satellite service failures

Santo’s travel agency was misled about an equipment lease

Simon suspected interference with his mobile account, but Dialling denied it

Spam overwhelms Charbel’s email inbox and Cedarfone’s tips don’t work

Supporting phone and internet providers

Systemic investigation – Consumers could not report urgent complaints

Tamin Tutoring was charged an unfairly high early cancellation fee

Telco D’s advertising does not include possible costs of ‘free’ trial

Telco E sells technical support to customers who do not understand or need it

Terry’s phone number went missing when he moved house

Unusual mobile upgrades

Vanessa received a debt notice for phones bought by an abuser

We worked with Sparrow Net to improve its account security process

Yemat Tutors paid thousands for phone equipment that never worked

Zed signs up with TellAll, pays by direct debit, but doesn’t get a bill