Complaining to the Ombudsman WHEN the fault is not the providers; does absolutely nothing, zip and zero … except damage and create more work for a provider. All that the provider can do is ask you to swap providers – it won’t solve the problem – you take your problem with you.
- You can only lodge a claim citing your provider.
- You cannot lodge a claim against Hills, SkyBridge, Ericsson or nbn
Your service provider most likely gets an automatic fee and if you may find that they will ask you to try another provider. It will be one option offered by the TIO (and probably also mentioned in the RSP’s Terms & Conditions).
If I was a provider … I’d dump you if it was not my fault and I had already explained that it wasn’t my fault and that it was out of my control.
Much better to lodge your problem very forcefully with a Government politician. Contact details for a government politician are here
See how to make a complaint here, https://www.tio.com.au/making-a-complaint
You need to have made a complaint to your telecommunications service provider and it is unresolved, before you can complain to the TIO. You also need the relevant information when you lodge your complaint; for example, dates of important events and names of people you have spoken to.
The TIO will investigate landline, mobile and internet services, including:
- connecting new services
- transferring services
- SIM unlocking fees
- faults, dropouts and poor coverage
- billing mistakes
- billing and supply of mobile premium services
- debt collection
- services provided over the National Broadband Network (NBN)
Full details of all that the TIO will investigate are listed here
The TIO will not investigate (among others) the following:
- ADSL internet not being available to you because there is no infrastructure
- NBN services not being available to you because there is no infrastructure
*Please note, while all care has been taken in compiling BIRRR documents, we recommend that you check with NBN or your RSP regarding your own connection issues.
Kindly prepared and illustrated for BIRRR by John Kitchener 12/7/2016