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Faulty landlines

03 August 2011

The owner of a telemarketing business contacted us to make a compensation claim for lost profit. He claimed he had lost a large amount of money because his services would disconnect in the middle of sales calls. The service provider had fixed the problem once, but it had come back and continued for almost a month.

We found that although he reported the fault the first time it happened, he did not call his service provider for some time to say that it was happening again. And as soon as he did, the service provider fixed the problem for good.

We also found that he had not taken any steps to minimise his loss, for example sourcing another temporary premises, or asking the service provider to set up a diversion for his inbound sales number.

He also could not show that the low sales figures were the direct result of the disconnections. The loss of profits had started at the same time as his company was trialling a new product, before the disconnections started, and were still ongoing even though the problem had been fixed.

Since he could not show that the service provider had caused the loss, and he did not try to minimise the loss, we could not accept his compensation claim.

Customer service

Case Study - Customer Service

A man contacted us because he had made a payment twice by mistake. Each time he called the service provider he had to explain his situation again as if it was the first time.

Next step?

  • make an online complaint
  • 1800 062 058
  • WritePO Box 276
    Collins Street West Vic 8007
  • TTY1800 675 692
    National Relay ServiceCall on 1800 555 677 then ask for 1800 062 058
  • Fax our consumer complaint form to 1800 630 614