Our phone service will be limited for the Victorian public holiday on Friday 25 September 2026.
How to make it easy for your provider to organise a new connection
Setting up a new phone or internet service for your business can take time. Being prepared and giving your provider the right information can help avoid delays and make the connection process smoother.
Before you choose a service
Taking time to understand your business needs can help you choose the right service and avoid problems later.
Consider your business needs
Before you enter an agreement, think about:
- what phone and internet services your business needs
- your budget
- how long your business can commit to a contract
- which products best suit your business.
Take time to compare providers and services before making a decision.
Don't rush your decision
Sales offers can sometimes feel urgent, but it's important to make an informed choice.
You can:
- ask for an unsigned copy of the agreement
- review the agreement later
- seek advice before signing.
Take the time you need to understand what you're agreeing to.
Understand the agreement
Before signing, carefully read the agreement and ask questions about anything you don't understand.
If you don't think the product meets your business needs, ask about other options. Keep a copy of the agreement for your records.
TIPS
Tips for working with your provider
Think about your business needs before choosing a service
Check your business address details are accurate
Ask for an estimated connection timeframe
Keep copies of contracts and important information
Don't disconnect an existing phone service until the new service is working
Ask questions if anything in the agreement is unclear
EXPECTATIONS
What to expect from your provider
Your provider should:
Explain the products and services available to your business
So you can choose a service that suits your business needs and budget.
Answer questions about the agreement
Including any fees, contract terms, or conditions you do not understand.
Provide information about connection timeframes
So you know when your service is expected to be connected and ready to use.
Tell you any requirements needed to finish the connection
Including anything your business needs to do to help the connection go ahead smoothly.
Ready to make a complaint?
10-20 minutes
COMPLAINING
When to complain
You can complain to your provider if:
your connection is taking longer than expected
you were given incorrect information about the service
the agreed connection arrangements are not being followed
you cannot get clear information about your order
How we can help
If you've raised the issue with your provider and haven't been able to resolve it, we may be able to help.
We can look at complaints about delays, connection issues, sales and contracting concerns, and problems transferring services for your small business.