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ACCC action against Optus for allegedly misleading customers about moving to the NBN

15 December 2017

The action by the Australian Competition and Consumer Commission (ACCC) to take Optus to court for allegedly misleading customers about the need to move quickly from its existing HFC network to the National Broadband Network (NBN) shows that consumers need adequate notice before their service is cut off.

When considering complaints, the Telecommunications Industry Ombudsman considers the notice period for disconnection as part of the assessment of complaints.

Residential consumers or small businesses with issues relating to a service delivered over the NBN should first contact their service provider.

If the complaint remains unresolved, the residential consumer or small business can make a complaint to the Telecommunications Industry Ombudsman online or by phone on 1800 062 058.

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Case Study - Richard

The owner of a telemarketing business contacted us to make a compensation claim for lost profit.

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