Seeking compensation

We deal with some compensation claims for:

financial loss caused by a breach of an obligation that a provider owes a consumer
embarrassment or humiliation caused by a privacy breach.

Types of claims for losses

We deal with claims for compensation such as:

lost business profit due to connection delays or network faults
costs of having to pay for alternative services when a provider does not supply agreed services
the costs of repairing a provider’s damage to property
the costs of protecting someone’s safety after a provider discloses a consumer’s personal information, for example an unlisted number or address.

We do not deal with claims for compensation:

for the costs of making a complaint to the Telecommunications Industry Ombudsman
for inconvenience
for loss of business reputation
made in order to penalise a provider.

You can only get compensation for losses directly caused by your provider

We assess claims by first determining if there was a breach by the provider. Then we consider the impact of the breach on you.

For financial loss, you will have to show evidence of your losses

For financial loss, you will need to give us evidence to show the loss. This will vary depending on the loss you are claiming for. You should also keep records of all issues as they arise.

You should try to minimise your losses

When assessing your compensation claim, we will consider what steps you took to protect your interests and minimise any losses.

Has your question been answered? Find out more about the compensations claims we consider and how we help in our factsheets:

Here's how other cases were managed

Disputed credit default listing

Complaint

Customer discovered a default listed from her mobile provider.

Outcome

The default listed was valid and remained.

Mobile phone

Billing dispute and suspended service

Complaint

Payment details were accidently deleted from the customers account.

Outcome

Details were restored and a discount applied to the account.

Internet

Vodafone to refund customers over third party content charges

The Australian Competition and Consumer Commission (ACCC) has announced Vodafone has agreed to offer refunds to customers who were charged for third party content they had not agreed to buy or had purchased unknowingly.

Media Release

12th Jul 2019

Telstra customers impacted by yesterday’s EFTPOS outage

Telstra customers impacted by the national EFTPOS outage yesterday (Thursday 11 July 2019) who have an issue they would like Telstra to address should contact Telstra in the first instance. If the matter remains unresolved, the consumer or small business can contact the Telecommunications Industry Ombudsman via phone 1800 062 058 or online at www.tio.com.au.

This page was last updated on

11th Jun 2019