Possible outcomes
When you make a complaint, there are different possible outcomes. We look at the circumstances of your complaint to decide what is fair. We may decide your provider has been fair or they need to fix a problem.
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Possible outcomes for your complaint
These are some common outcomes for the complaints we see. Some complaints may have more than one outcome.
Your provider acted fairly
They do not need to do anything more. This means we think their actions were fair and reasonable.
Compensation
Your provider may pay compensation for loss or harm. This may include financial loss, such as extra costs. It may also include stress or inconvenience.
Learn more about CompensationFix the problem
Restoring or reconnecting your service, repairing a fault, or sorting out an issue with your account or plan.
Correct your bill
Removing charges that shouldn't be there, adjusting the amount, or explaining charges so they're clear.
Reduce or waive a debt
Reducing what you owe, or cancelling the debt completely.
Take action on your account
Fixing your records, removing an incorrect listing, or pausing debt collection while your complaint is being looked into.
Change your contract or plan
Moving you to a plan that suits you better, cancelling a contract without penalty, or correcting the terms.
Apologise or explain what happened
A clear explanation of what happened, and an apology if something went wrong.
Ready to make a complaint?
10-20 minutes
Explore common issues
I’m having problems with…
- Learn more about Billing or debt
Billing or debt
Unexpected charges, billing errors and disputes, or debts being sent to collectors.
- Learn more about Faults
Faults
Service isn't working, has dropped out, or quality is unacceptable
- Learn more about Customer service and sales
Customer service and sales
Your provider gave you wrong information, sold you something you didn’t need, or won’t respond to your concerns.
- Learn more about Privacy
Privacy
Your personal information was stolen from your provider, someone accessed and used your account, swapped your SIM, or bought goods or services in your name.
- Learn more about Scams, spam and fraud
Scams, spam and fraud
You have been scammed, had your identity stolen, or could not stop spam.
- Learn more about Property or land
Property or land
We can help with complaints about damage to your land or property by a telecommunications provider, and disputes about costs they try to recover for damage to their infrastructure.
I’m experiencing…
- Learn more about Domestic and family violence
Domestic and family violence
Someone is abusing you, acting violently, or trying to control you.
- Learn more about Financial hardship
Financial hardship
Your situation changed and you can no longer afford the payment plan with your provider or their actions are pushing you deeper into financial trouble.
- Learn more about Natural disaster
Natural disaster
Floods, fires or storms have cut off your service, made it hard to pay or left you needing extra support.
Can't find what you're looking for?
Give us a call to discuss the problems you are having