Connectivity and cancellation insights from our Consumer Panel

When connectivity fails, it stops people in their tracks

Outages could prevent people from buying necessities, particularly where businesses rely on EFTPOS. Panel members also shared concerns about safety when mobile coverage drops out or during natural disasters. 

For people in rural and remote areas, unreliable connectivity, power outages and limited service options can make staying connected more difficult. 

Cancelling services isn’t always simple 

Consumers continue to experience difficulty cancelling services, with some facing long or complex processes. The TIO believes it should be as easy to cancel a service as it is to sign up, our policy position sets out how. 

What you can do if you experience these problems

If you’re experiencing a phone or internet problem: 

• contact your telco first to try to resolve the issue 
• consider keeping records of your interactions 
• if you can’t resolve it directly or feel stuck, contact the TIO for free fair help. 

How we use Consumer Panel insights 

Ombudsman Cynthia Gebert said Consumer Panel discussions highlight the many ways consumers are impacted by problems with their telco.

“What we hear helps us identify where systems are letting people down, and what needs to change for these issues to be resolved,” she said.