Complaint issues and keywords

Issues in complaints are recorded based on five broad categories that follow the lifecycle of a consumer’s relationship with their phone or internet provider. A single complaint can have more than one issue.

You can also download this information as a keyword wheel graphic (PDF).

Sales and support

Making a contract

Issue keywords:

• Attempt to cancel during cooling off period
• Advantage taken of vulnerable consumer
• Misleading advice or sign-up actions
• Not capable of entering a contract
• Failed to assess financial capacity
• Inadequate service information
• Service not fit for purpose
• Refused a service

Connection and transfer

Issue keywords:

• New build
• Lost number
• New number
• Unauthorised transfer
• Delay setting up a service
• Delay transferring a service

Service disruption

Issue keywords:

• No service
• Network outage
• Slow data speed
• Service partly faulty
• Noise or interference
• Poor mobile coverage
• Disconnection in error
• Intermittent service or dropouts
• Unable to call Triple Zero (000)

Equipment

Issue keywords:

• Equipment fault
• Unsuitable equipment
• Equipment not delivered
• Emergency call device blocking

Financial

Fees and charges

Issue keywords:

• Bill unclear
• Cancellation fees
• Bill not received
• Disputed charges
• Roaming charges
• Technician call-out fee
• Third party billing charges
• Connection or reconnection fee
• Late payment or dishonour charges
• Excess call, data, SMS or MMS charges

Credit management

Issue keywords:

• Financial hardship
• Debtor harassment
• Credit default report
• Debt sold to collector
• Payment extension or arrangement
• Restricted or disconnected service due to debt

Payments

Issue keywords:

• Payment error
• Payment not applied
• Direct debit not cancelled
• Unsuitable payment options

Compensation

Issue keywords:

• Refund or credit promised
• Privacy related compensation
• Compensation for financial loss
• Compensation for property damage
• Compensation for experience or inconvenience

Customer service

Information management

Issue keywords:

• Private number
• Request for information denied
• Collection of information dispute
• Consumer information is inaccurate
• Unauthorised access or disclosure of information

Provider response

Issue keywords:

• Missed appointment
• Provider uncontactable
• Rude behaviour from provider
• Agreed resolution not actioned
• Refusal to deal with authorised representative

Account

Safety and security

Issue keywords:

• Fraud
• Scam
• Difficulties with identity verification
• Harassment or threatening communications

Specialist and account services

Issue keywords:

• Problem with add-on or enhanced feature
• Disability or health‑related equipment
• Unable to access account or data
• Loyalty or reward program issue
• Directory listing

Service account

Issue keywords:

• Service not cancelled on consumer request
• Finance agreement for equipment
• Change of account holder
• Unfair contract terms
• Variation by provider

Property

Damage

Issue keywords:

• Damage caused by consumer
• Damage caused by third party
• Damage caused by service provider

Infrastructure

Issue keywords:

• Dangerous or non-compliant infrastructure
• Disputed location of equipment

Land access notice

Issue keywords:

• Carrier objection referral
• Land access notice issue
• Refusal to refer objection to TIO