Transferring your service
When you switch your phone or internet service from one provider to another, the transfer should be clear, timely and authorised by you. If something goes wrong during the transfer, we may be able to help.
TIPS
How you can work with your provider during a service transfer
Make sure you understand what is being transferred and how it may affect your services
If your services are bundled, confirm if all services will be transferred
Keep records - save emails, messages and notes about the transfer
Find out when the transfer is expected to happen
Contact your provider if there are delays or unexpected changes
Ask what options you have if you change your mind
Ask your provider to let you know when the transfer is complete
OUR EXPECTATIONS
What we expect your provider to do
When you are transferring your service, we expect your provider to:
Get your agreement before transferring your service
Your provider should make sure you’ve agreed to the transfer before it goes ahead. If you notice a transfer you didn’t authorise, contact your provider as soon as possible.
Honour the cooling off period
If you agreed to transfer through telemarketing or door-to-door sales, you have a 10-day cooling off period. Your provider should not transfer your service or charge you until this period ends.
Keep you informed
Your provider should keep you updated about any delays, issues or important changes, and tell you when the transfer is complete.
Fix their mistakes
If your provider got it wrong, they should make it right.
OUR CONSIDERATIONS
When we review a complaint about a service transfer, we look at:
Whether you agreed to the transfer
What information the provider gave you before the transfer
If the cooling off period was followed
How long the transfer took
If your provider kept you informed
The impact the transfer problem had on you
Ready to make a complaint?
10-20 minutes
How we've helped others
- Customer service and sales
- Billing or debt
Barbara’s loan was rejected after a TelcoZ credit default listing error dispute
Consumer had a debt to a provider for a service they never resulting in a default listing that affected their ability to secure a home loan.