Dodo to offer refunds for misleading consumers about NBN speed plans
The Australian Competition and Consumer Commission (ACCC) announced yesterday (Wednesday 10 July, 2019) Dodo has agreed to refund $360,000 to around 16,000 customers for claims that its entry-level NBN broadband plans were ‘perfect for streaming’.
From November 2015 to March 2018, Dodo advertised its NBN broadband plans as ‘perfect for streaming’. As part of the undertaking provided to the ACCC, Dodo has agreed to refund excess data charges incurred by current and former Dodo customers on affected plans during the period when the ‘Perfect for streaming’ advertisements were published.
Current Dodo customers on affected plans who incurred excess data charges will also be offered the option to exit their contract at no cost.
Dodo has until the 7th September, 2019 to notify affected current and former customers.
Customers who think they may be affected but who do not receive notification on or before 7th September 2019 should contact Dodo on 13 36 36.
All other residential consumers or small businesses with issues relating to a service delivered over the NBN should first try to resolve the issue with their service provider. If the complaint remains unresolved, the consumer or small business can make a complaint to the Telecommunications Industry Ombudsman online www.tio.com.au or by phone on 1800 062 058.
More information on this undertaking is available on the ACCC website.
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NOTES TO EDITORS
For all media enquiries please contact Sarah Carnovale on 0437 548 540 or mediaenquiries@tio.com.au.
About the Telecommunications Industry Ombudsman
The Telecommunications Industry Ombudsman provides a free and independent dispute resolution service for consumers and small businesses who have an unresolved complaint about their phone or internet service. Consumers and small businesses should contact www.tio.com.au or 1800 062 058.
The Telecommunications Industry Sector
The Telecommunications industry regulators are the Australian Communications and Media Authority (ACMA) http://www.acma.gov.au Media enquiries to 02 9334 7719, 0434 652 063 or media@acma.gov.au and the Australian Competition and Consumer Commission (ACCC) https://www.accc.gov.au Media enquiries to 1300 138 917, media@accc.gov.au
Government and the regulators set policy and regulations for the telecommunications sector.
Communications Alliance is the peak body for Australian communications industry http://www.commsalliance.com.au Media enquiries to Sefiani Communications, (www.sefiani.com.au) 61 431 478 558.
The Australian Communications Consumer Action Network (ACCAN) is Australia’s peak communications consumer organisation representing individuals, small businesses and not-for-profit groups as consumers of communications products and services. http://accan.org.au/index.php Media enquiries to 0409 966 931 or 02 9288 4000.
The Telecommunications Industry Ombudsman acknowledges the traditional custodians of the land throughout Australia and their continuing connection to land, culture and community. We pay our respects to Elders past, present and emerging, and extend our respect to Aboriginal and Torres Strait Islander Peoples from all nations of this land.