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Telco D’s advertising does not include possible costs of ‘free’ trial

The complaint
Telco D’s advertising does not include possible costs of ‘free’ trial
The outcome
Some customers were entitled to a remedy such as ending the contract or receiving a refund

The issue

Telco D advertised a ‘risk-free’ trial period on its website. Customers could trial Telco D’s service and cancel within a specified period if they did not wish to continue with it.

Customers signing up to the offer could either use their own equipment or equipment supplied by Telco D. We received several complaints from customers who cancelled during the trial period and were left out of pocket for the cost of the device. The customers told us Telco D would not allow them to return the equipment.

Although only a small number of customers complained to us, we realised the problem could affect any customer who signed up for the offer with Telco D’s equipment and cancelled during the trial period.

The investigation

Telco D readily engaged with our Systemic Investigations team and actively worked to address each of our concerns and improve its practices. During our investigation, Telco D:

  • renamed the offer, removing the reference to it being without risk
  • added a symbol to the offer name in its advertising, with a hover box containing information about costs if the customer did not continue with the service
  • ran extra training for its employees
  • sent us details of how it had resolved each complaint

The outcome

Some customers were entitled to a remedy such as ending the contract or receiving a refund.

How we've helped other customers

Complaint
Carlo, a full-time student with limited income, was scammed into buying three mobile phones, leaving him with a $3,200 debt. He contacted BranchTel for help as he couldn’t afford to pay off the debt, causing him significant distress and hardship.
Outcome
During conciliation, BranchTel initially offered Carlo a payment plan of $180 per month, which he couldn’t afford. After raising concerns about this, BranchTel agreed to waive all of Carlo’s debt due to his severe financial hardship.
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.