Elderly consumer faced with difficult decision: financial burden or safety risks

The issue

An elderly consumer named Charlie* received notice that his phone would soon be blocked as it could not make Triple Zero Calls.

This was stressful for Charlie as he is on a tight budget, and without buying a new phone, he would lose his only ability to contact his caregiver and make essential online purchases.

The investigation

Having received no help from his telco, Charlie contacted the TIO.

In the meanwhile, concerned about his safety, Charlie purchased a new phone.

The outcome

To help with the financial load of this purchase, Charlie and his telco agreed on a resolution to waive his plan fees for the next six months.

*Name changed for privacy reasons.