Quicklinks

• Broadband For Business
• Submissions to the Broadband Connect and Clever Networks discussion paper

If you have a problem with a service from a broadband provider then we recommend you follow our three steps to resolving a complaint.

Step 1—Understand your rights

All Australians have consumer protections under a number of pieces of legislation (consumer legislation such as the Trade Practices Act and the Telecommunications Act 1997 and under Industry codes of practice. It may be worthwhile investigating what rights apply in your circumstances. It is also important to check your contract terms and conditions. Your provider may be acting within the terms and conditions that you have agreed to when signing your contract. Once you are armed with the necessary information you can then take the next step.

Step 2—Approach the service provider

Approach or write to the service provider and explain your problem. If necessary, try and approach someone senior in the company such as a manager. Suggest an outcome that would be acceptable to you (e.g. a refund) and make sure you have copies of any supporting evidence such as receipts.

Remember to keep a record of all your dealings with the service provider in case it is needed by another complaint-handling body down the track.

Step 3—Contact the Telecommunications Industry Ombudsman or the relevant Government Organisation

If after steps two and three you are unable to resolve the matter, you should contact the Telecommunications Industry Ombudsman (TIO). The TIO offers a free and independent dispute resolution system for most complaints made by residential and small business consumers of telecommunications services. The TIO can be contacted on freecall 1800 062 058.

If the complaint relates to the general conduct of the business (e.g. false advertising or misleading conduct) you may want to contact your local fair trading agency who may also refer you to a dispute resolution tribunal. If you think that the service provider has broken the law, then you may want to report it to the relevant authority. More information can be found through the list of relevant organisations.

• Document ID: 60762 |
• Last modified: 4 February 2008, 7:58pm