Before coming to the Telecommunications Industry Ombudsman you should consider the complaint checklist and be clear on what you are complaining about, and the reasons for your complaint.
If you are in doubt about whether the Telecommunications Industry Ombudsman can deal with your complaint, contact us.
Answering Yes to each of these questions means we may be able to take your complaint.
- Are you a residential consumer or small business?
- Is your complaint about your landline telephone, mobile or internet service, damage to your property or telecommunications equipment?
- Have you already tried to contact your service provider to solve your complaint with them?
- Are you the account holder or have you been authorised to deal with this matter?
- Is your complaint less than two years old? You may also be able to complain if your complaint is between two and six years old, and you have a good reason for not making it before.
What happens when you lodge a complaint
When you lodge a complaint at the Telecommunications Industry Ombudsman we will ask you to:
- tell us how you think your complaint can be resolved, e.g. having the problem fixed, an explanation of events, an apology, compensation for lack of access to a telecommunications service etc.
- listen respectfully to other points of view, and be willing to:
- discuss your complaint with us and your telephone/internet service provider
- negotiate with your service provider
- send information to us or your service provider
- think about your version of events and the evidence you have to support your point of view. If there is no evidence to support your point of view, can you expect the complaint to be resolved in the way you first wanted?
- be willing to compromise where this seems reasonable.
A consumer noticed her name was not correctly spelt on her bill and she went into the providers store to fix it. Whilst in store, the provider convinced the consumer to sign up for a new NBN package which she did not fully understand.