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

Santo’s travel agency was misled about an equipment lease

Internet

Mobile phone

Masie's small business lost money when Pan Phones lost her number

Complaint

A small business moved premises and their service provider didn't transfer their phone number to the new address.

Outcome

The service provider paid the small business $16,165 in compensation.

Home phone

Making a phone or internet complaint? Are you speaking to your telco or a fee-charging service?

Blog

26th Aug 2020

New warm transfer initiative making it easier for vulnerable consumers to seek help

A new pilot program is aiming to make it easier for vulnerable consumers to complain to Ombudsman services. Launching this month is the “Partnership Transfer Project”, a joint initiative of the Telecommunications Industry Ombudsman and Energy and Water Ombudsman Victoria.

This page was last updated on

31st Jul 2019

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