What we can help with

We can help with:

• contracts
• connecting or transferring services
• SIM unlocking fees
• faults, dropouts and poor coverage
• mass service disruptions
• billing mistakes
• billing and supply of mobile premium services
• debt collection
• National Broadband Network (NBN) services
• some issues with ‘bundled’ services
• missed technician appointments
• some issues involving financial hardship
• Telstra landline not being available to you
• equipment supplied by a telco (including repair, maintenance, and technical support)
• loss of a phone number or email account
• failure to comply with a relevant code or guideline 

But we can’t help with:

• what services a telco does or doesn’t offer
• ADSL or NBN services not being available to you because there is no infrastructure (unless you are asking for a Telstra landline)
• the rates a telco charges
• the content of services including smartphone applications, premium services, all internet sites and TV
• anti-competitive business practices

We can help with:

• some payphone issues
• operator services
• phone cards
• internet Pay TV
• public mobile radio network
• White Pages listings
• directory assistance  

But we can’t help with:

• the number of payphones or where they are
• technical problems with your TV
• website domain names
• Yellow Pages and other business directories

We can help with:

• carriers using your land
• property damage (including disputes over liability for costs associated with repairing, restoring, or replacing property)
• a bill or debt claimed by a telco against you in relation to your property
• carrier infrastructure on your land (or proposed to be put on your land) that is unsafe or installed (or proposed to be installed), without agreement or authority under laws that apply to carriers relating to land access activities
• a member’s actions in connection with a member seeking access to, or having accessed land, under laws that apply to carriers relating to carriers’ land access activities, or a member’s actions under the terms of a land access agreement with you

But we can’t help with:

• complaints from contractors, unless they occupy or own the property

We can help with:

• spam and telemarketing from your telco

But we can’t help with:

• telemarketing and spam from a third party
• the Do Not Call Register

We can help with:

• Some compensation claims for financial loss, including for loss of small business profits
• some compensation claims for non-financial loss 

But we can’t help with:

• claims for non-financial loss (other than those about privacy) that exceed $1,500 

We can help with:

• a telco or its representative interfering with your privacy 

But we can’t help with:

• a telco monitoring calls for training purposes, to record verbal contracts, as part of network maintenance, or to protect a network from improper use

We can help with:

• a complaint about a member’s complaint handling process