Help with sales issues
When you buy phone and internet products and services, you should be able to trust the advice you get and understand what you agree to. If you feel pressured or aren’t given the information you need, you can end up with more than you want, need or can afford.
The most common complaints we see about sales issues involve:
- promises not being kept
- being pressured to buy unsuitable products or services
- inappropriate sales to people with vulnerabilities or people under 18
- not being given information about credit checks, credit assessments, termination charges or product and service features
- contract terms and charges being different to what was agreed.
When handling complaints involving sales issues, we may ask you or your provider for more information. This could include:
- what you agreed to or what you understood from what your provider said
- the information you gave your provider and circumstances that led to the sale
- actions your provider has taken
- outstanding charges
- the impact the sales issue has had on you.
We also take provider obligations into account, including telco-specific rules about selling products and services and the Australian Consumer Law.
More information about sales issues
Read our Good Industry Practice Guide for sales
Tips for small businesses on reducing phone and internet problems
Develop a back-up plan to avoid financial loss
Make it easy for your provider to organise a new connection
Sign up to products that meet your business needs
How we've helped consumers with sales issues
Case study: Telco E sells technical support to customers who do not understand or need it
Case study: Telco D’s advertising does not include possible costs of ‘free’ trial
Case study: Providers offer ‘free’ accessories and then charge for them
Case study: LineUp pressured 75-year-old Elizabeth to change her landline service