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Not all providers are equal when it comes to customer service, but all of them are required to do a few things:
- Deal with your enquiries quickly and effectively
- Try to resolve any problem the first time you contact them
- Protect your personal information
You have a right to complain to the Telecommunications Industry Ombudsman (TIO) if your provider:
- Is hard to get in contact with, for example if your call isn’t answered or does not respond to emails within a reasonable period of time.
- Doesn’t do what they promise.
- Is disrespectful or offensive.
- Refuses to escalate your complaint to a supervisor or manager if you request it.
The TIO is a free service that will help to resolve your complaint quickly.