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Sign up to products that meet your business needs

When choosing phone or internet products, small businesses have many more options to consider than residential consumers. The costs of getting these options wrong, particularly when combined with poor sales experiences, can lead to complaints.

We recommend small businesses and providers identify the business’ needs, consider suitable options and focus on key relevant terms before an agreement is signed.

Tips for small businesses on reducing phone and internet problems

Consider your business needs

Before you enter an agreement, take the time to consider the phone and internet needs of your business. Know your budget. Know the length of time your business can commit to. Shop around for the right product.

Be aware of sales pressure

Even if you’re feeling pressured by a salesperson (whether in store or at your business), don’t rush your decision. Feel free to ask for an unsigned copy of the agreement you or an adviser can review later.

Understand what you’re signing

Carefully read the agreement and ask the provider to explain any terms you are uncertain about before signing. If you think a product does not meet the needs of your business, ask the provider about alternatives. Keep a full copy of the agreement you signed.

Resources

Download the Tip sheet for small businesses on reducing phone and internet problems

Download the Tip sheet for phone and internet providers on assisting small businesses

Download the systemic investigation report "Addressing the causes of small business complaints"

Other guides for Small business

Tips for small businesses on reducing phone and internet problems

Read more

Develop a back-up plan to avoid financial loss

We recommend small businesses and providers ensure there’s a back-up in place if phone or internet services are disrupted.

Read more

Make it easy for your provider to organise a new connection

We recommend small businesses and providers minimise the risks when connecting new services by checking that the business address is correct, communicating about expected connection timeframes or delays and planning for enough connection time.

Read more

How we've helped other customers

Tamin Tutoring was charged an unfairly high early cancellation fee

Complaint
Tamin Tutoring signed up for an NBN service and equipment bundle with BlockTel but experienced frequent faults with slow and dropped video calls and inconsistent phone calls. When they tried to cancel due to these issues, BlockTel demanded over $7,000 for early termination.
Outcome
Tamin Tutoring didn’t want to pay this cancellation fee because the service never worked properly. After complaining to our office, the parties agreed that Tamin Tutoring could exit its contract and only pay 40 per cent of the cost of the cancellation fees.
Home phone
Internet
Mobile phone

Tamin Tutoring was charged an unfairly high early cancellation fee

Complaint
Tamin Tutoring signed up for an NBN service and equipment bundle with BlockTel but experienced frequent faults with slow and dropped video calls and inconsistent phone calls. When they tried to cancel due to these issues, BlockTel demanded over $7,000 for early termination.
Outcome
Tamin Tutoring didn’t want to pay this cancellation fee because the service never worked properly. After complaining to our office, the parties agreed that Tamin Tutoring could exit its contract and only pay 40 per cent of the cost of the cancellation fees.
Home phone
Internet
Mobile phone
This page was last updated on
31st Aug 2021

Free, fair and independent help for phone and internet complaints.

The Telecommunications Industry Ombudsman acknowledges the traditional custodians of the land throughout Australia and their continuing connection to land, culture and community.
We pay our respects to Elders past and present, and extend our respect to Aboriginal and Torres Strait Islander Peoples from all nations of this land.