Quick exit

Mandy experienced two years of landline problems

The complaint
Mandy experienced two years of landline problems before her landline was fixed
The outcome
Through our complaint process, her telco agreed to send out a technician to finally restore the service. Her telco also agreed to install a satellite phone service if the repairs did not go well.

The issue

Many lives in an isolated regional area that is prone to floods and other natural disasters. She has a serious medical condition and requires a reliable landline service for her safety.

In late 2021, Mandy’s landline service started dropping out regularly. Over the years, it grew wholly unreliable. She reported this to her telco numerous times, who sometimes made temporary fixes, but the service was never fully restored.

The investigation

In late 2023, Mandy contacted the TIO for assistance.

The outcome

Through our complaint process, her telco agreed to send out a technician to finally restore the service. Her telco also agreed to install a satellite phone service if the repairs did not go well.

Problems with your service
Home phone

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

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.