Setting up a service

We expect providers to provide post-paid services to you responsibly. A “post-paid” service is a service you pay for after you use all or some of the service. For example, you might pay an access fee to use a mobile service in advance, but you pay all call and data charges after you use them. You can also include a handset or tablet in a post paid plan that you pay off through regular repayments. Usually, these products have minimum term contracts of 12, 24 or 36 months.

We can help with your complaint about problems connecting or disconnecting your landline, mobile or internet service, or having your service mistakenly disconnected.

We can help with your complaint about problems that happened when you transferred an existing service from one provider to another.

We can help with your complaint about how a provider behaved when selling you a product or service, including what information they provided. We can also help with complaints about contracts that you didn’t agree to.