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.

Jump to

Before choosing
Tips
Expectations
When to complain
How we can help

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

Our process Get started

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.