Mandy experienced two years of landline problems

The Issue

Many lives in an isolated regional area that is prone to floods and other natural disasters. She has a serious medical condition and requires a reliable landline service for her safety.

In late 2021, Mandy’s landline service started dropping out regularly. Over the years, it grew wholly unreliable. She reported this to her telco numerous times, who sometimes made temporary fixes, but the service was never fully restored.

The Investigation

In late 2023, Mandy contacted the TIO for assistance.

The Outcome

Through our complaint process, her telco agreed to send out a technician to finally restore the service. Her telco also agreed to install a satellite phone service if the repairs did not go well.

*Names of individuals, organisations and companies have been changed.