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Unusual mobile upgrades

16 April 2019

Perry*, a 75-year-old pensioner, approached Silver Comm to purchase a new plan for a mobile SIM only plan. He said he had limited experience with technology and his only source of income was his pension. 

Perry told the salesperson that his old plan cost $36 per month and he wanted the new plan to be around the same price. However, he was ultimately sold a post-paid plan that included the latest model handset. The plan also included a tablet, which Perry says he did not want or ask for. 

When Perry received his first bill, instead of paying around $36 per month as he wanted, he found he was now paying $161. Perry said the salesperson did not fully explain the costs to him. If the costs had been properly explained he said he would not have agreed to them because he could not afford them. 

Perry complained to the Telecommunications Industry Ombudsman. At conciliation, Silver Comm agreed to allow Perry to return the unwanted tablet and waived all the associated charges. Silver Comm also agreed to accept the return of the mobile phone and removed the outstanding mobile plan charges because  it agreed Perry was not put on an appropriate plan for his financial needs.

*Name of individuals, organisations and companies have been changed

Loss of services

CASE-STUDY_03.2

Lowanna's phone stopped working and a temporary replacement was not suitable.

Next step?              

  • make an online complaint
  • 1800 062 058                
  • Write PO Box 276
    Collins Street West Vic 8007                            
  • National Relay Service Call on 1800 555 677 then ask for 1800 062 058            
  • Fax our consumer complaint form to 1800 630 614