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Complaint process

Our role is to help consumers and service providers resolve complaints.

When we help resolve complaints we take into account:

We use a number of methods to help you reach an agreement with your service provider.



 We refer your complaint to the service provider to give you another chance to fix it together.


We will talk with you and the service provider to help you reach an agreement. For more information, read our factsheet on conciliation.



 If you cannot reach an agreement, we may investigate the complaint and ask for evidence to support your claims.



 If we are not satisfied the matter has been resolved, the Ombudsman can decide the resolution of the complaint. Decisions by the Ombudsman are binding on service providers.


It’s important to remember that we can’t promise you any particular result.

We do not fine or penalise service providers. 



case study image

A man contacted us because he was not provided with the service agreed to in his contract for a bundled landline and internet service.

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