As a telecommunications customer, you have rights that apply to your mobile phone, landline phone, internet and, if it's provided by a telco, your pay TV service. ACCAN has produced a guide, Making the Right Call, that summarises your rights as a phone and internet customer as outlined in the Telecommunications Consumer Protections Code and other relevant laws, regulations and industry codes.
This guide informs you of:
- the information you should receive before you sign up or buy
- what to expect when you're signing up or buying
- what should happen after your purchase
- what to do if something goes wrong
Download: Making the Right Call: Your Rights As a Phone and Internet Customer [Adobe Acrobat PDF - 197.99 KB]
Download: Making the Right Call: Your Rights As a Phone and Internet Customer [Word 2007 Document - 46.84 KB]
If you have an issue with your phone or internet service you should contact your provider. If you are not able to resolve the problem, you should make a complaint to the Telecommunications Industry Ombudsman (TIO) either online at www.tio.com.au, by phoning 1800 062 058 or (TTY) 1800 675 692. The TIO is a free and independent service.