We can help with your complaint about services that are faulty. To resolve your complaint, we consider what is fair and reasonable in the circumstances having regard to the law, relevant industry codes, guidelines, and good practice.
Types of complaints about faulty services
We deal with complaints about faulty services such as:
- coverage or data transfer speeds that don’t match what was promoted or promised
- delays connecting a service or fixing a fault with a service
- faulty enhanced call handling features or add-on services
- recurring service faults
- missed technician appointments.
What you should expect from your provider
Problems with your landline should be fixed quickly
Generally, a fault affecting a landline phone should be fixed by the end of the first full day after you report the fault. However, telcos have longer to fix the fault in some circumstances, such as in some rural and regional areas or circumstances beyond the telco’s control.
Your telco should try to reduce the impact of outages
Where practical, telcos should schedule planned outages for off-peak hours, keep them as short as possible, and warn you in advance. Telcos shouldn’t charge you for any period where a long or unreasonable outage meant you couldn’t use the service.