Complaint summary

The Customer approached TDR as he had been provided notice that his plan was going to change, and he would be no longer able to receive a free streaming service subscription. They questioned whether the Provider was able to do this lawfully as they would be unilaterally changing his contract with them.

The Provider stated that it is within their terms and conditions to make variations if 30 days’ notice is given. They also suggested a cheaper plan in line with the customer’s needs so that if they were to pay for the streaming service directly the total would be less than what they are currently paying.

Jurisdiction decision

This complaint was deemed not within jurisdiction for the following reasons. Under clause 17 of the Customer Complaints Code it was not reasonable in the circumstances to proceed with accepting the Complaint. The Provider was well within its terms and conditions, which the Customer would have agreed to, that it can change its plans and services given 30 days’ notice. It appeared in this case notice was given of the change and the Customer had an opportunity to determine the best plan or to leave the Provider. The Provider indicated that should the Customer wish to terminate the connection altogether, the Provider would waive the 30-day disconnection notice period requirements.