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Dr Kumari did not get an explanation for her mobile outage

Person in a medical setting wearing a stethoscope using a smartphone beside a laptop

The Issue

Dr Kumari lives in rural NSW. She has a mobile service with Fort Mobile and uses the service for her work.

In early 2022, Dr Kumari’s mobile service stopped working at her home. After several days, Dr Kumari called Fort Mobile to say her mobile was not working. She asked whether there was a problem in her area, and if there was, when it would be fixed.

Fort Mobile said its systems did not show any problems in her area. This explanation did not make sense to Dr Kumari. Her service was still not working, and her neighbours (also with Fort Mobile) were experiencing the same issues.

The Investigation

After several weeks her service was still not working, so Dr Kumari contacted our office and made a complaint.

After we referred the complaint, Fort Mobile told Dr Kumari a network outage had impacted her town.

The Outcome

Fort Mobile resolved the complaint by refunding the service charges Dr Kumari had paid during the time her service was not working.

*Names of all parties have been changed.