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All about the complaints we see: examples of case studies, decisions, jurisdiction, and guides to common complaints
Resource type
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All (Case Studies)
All (Decisions)
All (Guides)
All (Jurisdiction)
Resource theme
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Billing
Contacting 111
Contracts/T&Cs
Copper withdrawal
Customer Service
Faults
Installation
Network performance
Other
Transfer
Connection complaint within jurisdiction
1 Dec 2021
Jurisdiction
While the Customer was raising a complaint to their Provider about their bill, the Provider noticed their broadband connection should not have been allowed at their rural address. It was sold to them in error.
Service not up to scratch
25 Nov 2021
Case Studies
Customer with slow and sometimes even no internet and phone services requests refund.
Fee for fibre installation
18 Nov 2021
Case Studies
Not all fibre installation fees are ‘like for like’.
Telco aftershock
11 Nov 2021
Case Studies
Surprise charges following earthquake.
Missing T&C’s
4 Nov 2021
Case Studies
Is a customer bound by T&Cs that they haven’t received?
Customer wants more after getting less
28 Oct 2021
Case Studies
Business number out of action after service transfer.
Early termination fee
21 Oct 2021
Case Studies
A customer with connection issues cancelled mid-way through his contract.
Surprise service switch
14 Oct 2021
Case Studies
An unexpected call leads to unexpected change of service provider.
When in roam
7 Oct 2021
Case Studies
Network fault while a customer was overseas with a new phone.
Unpaid bill affects mortgage
30 Sep 2021
Case Studies
An unpaid amount quickly became a ‘bad debt’ affecting mortgage options.
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