Quick exit

Takeaway restaurant owner Jean-Pierre puts wrong address in connection order form

The issue

Food service industry workerWhen Jean-Pierre decided to open a takeaway restaurant, he leased a restaurant space at ‘Shop 9’ of a small shopping strip. He asked SparrowNet to connect a landline and internet service there.

SparrowNet tried to connect Jean-Pierre’s services on the NBN network, but each time it tried, the connection request failed.

After around six months, the services were not connected and Jean-Pierre contacted the Telecommunications Industry Ombudsman to complain. He said he was concerned about the delay and wanted make sure the services were connected before the restaurant opened.

With the involvement of the Telecommunications Industry Ombudsman, Jean-Pierre and SparrowNet found a mismatch in the shop’s address on the connection application and the legal address in NBN Co’s systems. While Jean-Pierre’s restaurant was informally known as ‘Shop 9’, the legal address was ‘Shop 3, Lot 2’. The difference in addresses meant the connection request could not completed.

Jean-Pierre gave a copy of his lease agreement to SparrowNet and NBN Co. SparrowNet updated the address information on the connection request and was able to connect the services.

Names of individuals and retail providers have been changed.

Small business

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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
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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

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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.