Australian Communications Consumer Action Network

Making the Right Call: Your Rights As a Phone and Internet Customer

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.