Connecting and disconnecting your service
We can help with your complaint about problems connecting or disconnecting your landline, mobile or internet service, or having your service mistakenly disconnected. To resolve your complaint about a connection or disconnection problem, we’ll consider the law, good industry practice and fairness.
Types of connection and disconnection complaints
We deal with complaints about connection and disconnection such as:
- unreasonable delays connecting a new service or enhanced call handling features, such as call waiting and calling number display
- missed technician appointments for connection
- services unable to be connected because a previous service at the property hasn’t been disconnected
- services disconnected by mistake
- services not disconnected on the date agreed or advised.
What you should expect from your provider: the law and industry practice
Your landline should be connected promptly
Generally, landlines and enhanced call handling features should be connected within five business days in urban areas. However, in rural areas providers have longer to make the connection, and sometimes exemptions from this standard may apply.
Your internet and mobile services should be connected when you agreed
Providers should connect your internet or mobile service within the timeframe agreed with you. If you didn’t agree on the timeframe, they should connect the service within a reasonable time.
Disconnections should happen on the date you agreed
When a provider agrees to disconnect a service on a particular date, they should carry out the disconnection on that date. Providers should not delay disconnection because of an overdue debt, and they should not charge for service after the agreed disconnection date.
For more information read our guidance on Connection and disconnection of services.