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Help

These help guides are designed to give you an idea on how complaints are handled and what we consider in order to help you and your provider come to a resolution.

Billing and Payments

Unclear, delayed and missing bills
High and disputed charges
Payment problems and errors
Getting your money back: how to stop direct debits and reverse charges

Small Business Help

Sign up to products that meet your business needs
Make it easy for your provider to organise a new connection
Develop a back-up plan to avoid financial loss

Customer service

Customer service and complaints
Helping customers with different needs
Seeking compensation
COVID-19 Phone and internet tips

Land and infrastructure

Damage to your property or a provider’s infrastructure
Connecting a property to the network

Privacy and safety

Privacy
Tips for phone and internet consumers experiencing family violence
Threats, harassment and scams

Problems with your service

Faulty services and equipment
Loss of or access to phone numbers
SIM Swaps
Slow internet speed
Recurring faults

Setting up a service

Checking your ability to pay before selling you services
Sales and sign-up
Transferring your service
Connecting and disconnecting your service

Credit management

Trouble paying bills
Debt collection for overdue charges
Restriction and disconnection for non-payment
Help to manage your usage
Defaults and serious credit infringements
Complaints about credit enquiries

Example outcomes

Daniel’s beauty salon is paid $10,000 in compensation for business loss
Dr Priya’s compensation claim is rejected
Ling’s dental clinic works together with Leaf Internet and NBN Co to repair services
Takeaway restaurant owner Jean-Pierre puts wrong address in connection order form
Santo’s travel agency was misled about an equipment lease
Masie's small business lost money when Pan Phones lost her number
When Barbara applied for a loan, the bank rejected her due to a credit default listing by TelcoZ
Terry’s phone number went missing when he moved house
When consumers bought a mobile device on a “no lock-in” plan, they found cancelling the plan meant they had to pay for the device in full
GoPhone cut off Sarah’s mobile after agreeing a payment plan
After Aliya damaged a cable, WorkNet incorrectly charged her $3,900
LineUp pressured 75-year-old Elizabeth to change her landline service
Misleading telemarketing calls for transferring of services
Misleading sales calls for NBN services
Disputed credit default listing
Billing dispute and suspended service
Mobile Coverage
Debt collection
Billing complaint
Excess data charges
Phone upgrades
Loss of services
Supporting phone and internet providers
Phone and Internet Services In A New Home
International mobile roaming
Contract Cancellation Error
Investigating a business loss claim
Default listing on post-paid plans
Unusual mobile upgrades
Sales practices towards asylum seekers without working visas
Sales practices towards vulnerable indigenous customers
History of payment plans and automatic pre-approval
Jose’s* 9 post-paid plans