Faulty services and equipment | The Telecommunications Industry Ombudsman
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Faulty services and equipment

We can help with your complaint about services or equipment that are faulty. To resolve your complaint, we consider the law, good industry practice and fairness.

Types of complaints about faulty services and equipment

We deal with complaints about faulty services and equipment such as:

  • coverage or data transfer speeds that don’t match what was promoted or promised
  • delays fixing a fault with a service or a piece of equipment bundled with a service
  • faulty enhanced call handling features or add-on services
  • outages
  • recurring service faults
  • missed technician appointments.

What you should expect from your provider: the law and industry practice

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, providers have longer to fix the fault in some circumstances, such as in some rural and regional areas or circumstances beyond the provider's control. 

Your provider should try to reduce the impact of outages 

Where practical, providers should schedule planned outages for off-peak hours, keep them as short as possible, and warn you in advance. Providers shouldn’t charge you for any period where a long or unreasonable outage meant you couldn’t use the service.

More information

For more detailed information read our guidance on Faulty services and equipment - in detail.

How we've helped other customers

A small business moved premises and their service provider didn't transfer their phone number to the new address.
The service provider paid the small business $16,165 in compensation.
LineUp phone company pressured a consumer to transfer her services and continued with the process despite the consumer not agreeing.
The transfer was cancelled and the sales process and practices or LineUp was changed as a result of our systemic investigations.
This page was last updated on
31st Aug 2021