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Guidelines


Guidelines on the installation and maintenance of low-impact facilities 

These guidelines will help both carriers and land owners/occupiers to understand their rights and responsibilities when a carrier wants to access land to install or maintain low-impact facilities. The Guidelines provide plain English information about the land access process, including important timeframes, grounds for objection and how the TIO can assist.  

Download:
Guidelines on the installation and maintenance of low-impact facilities APRIL 2015 (PDF, 205KB)  


Responding to consumers in financial hardship 

This document contains recommended principles and practices that service providers may use when dealing with consumers who are experiencing financial hardship. 

It provides guidance to suppliers about how to help these consumers stay connected to essential telecommunications services while assisting them to meet their financial obligations.

Download:
Responding to consumers in financial hardship (PDF, 832KB)

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                
  • 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