Sales

In effect from 1 July 2025

The TIO expects providers to sell responsibly to all people and follow up with after-sales service.

People should be given advice that helps them choose phone and internet products and services that meet their needs. When this doesn’t happen, it causes confusion and can lead to financial hardship.

Good industry practice encourages providers to make clear and complete information easily accessible. Providers should ensure staff do not pressure people and are equipped to identify and respond to vulnerability.

The TIO’s Good Industry Practice Guide on Sales covers:

• Clear information about goods and services before sales
• Training staff to responsibly sell goods and services
• Supporting consumers after sales.