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Position Statements and Guidance Notes

Position Statements

Position statements set out our general approach to particular types of telecommunications complaints.

We often refer to the position statements when dealing with complaints to give consumers and service providers an indication of the types of information we will regard as being relevant to complaints, and our general approach to resolution.

Guidance Notes

Guidance notes take a closer look at certain problems we see in new complaints.

Guidance notes include advice for consumers about how to prevent or minimise problems, and our expectations of service providers when these problems arise.

Billing and Payments

Connection and disconnection of services 

Credit management

Faulty services or equipment


Land Access


Transfer of services

SIM Swaps