Case Studies - Customer Service

TDR Case Note T014146


Deceptive conduct


The Customer signed up to a plan where there was a comparable cheaper product available. The Customer's son thought that the Provider should have offered the cheaper plan to his mother and failing to do so amounted to deceptive conduct.

The Provider submitted that there was sufficient advertising to alert the public of its products and that the Customer requested that particular product. The Provider submitted that the Customer should request any changes to their service.

Adjudicator's decision

The Adjudicator found nothing that amounted to deceptive conduct. The Provider made information about its products widely available and makes no commitment to ensure that the Customer is on the best plan for them individually.

Final outcome

Complaint dismissed.