A man asked a service provider to connect a line to his new house. The service provider told him he needed to have a trench dug first, and transferred him to a contractor to organise the work. After the trench was dug the man waited two weeks, but the service provider did not connect the line. When he called the service provider it said it had no record of a connection request.
We found that the service provider had not given the man enough information. It had not told him that the contractor did not work for the service provider, and that he was supposed to call back as soon as the trench was dug to make a new connection request.
The service provider connected the service. The man was also entitled to compensation under the Customer Service Guarantee Standard for the delay.
The Customer Service Guarantee Standard requires that, with some exceptions, service providers compensate consumers affected by delays in connections, delays in fault repairs and missed appointments for landline services.