Telecommunications Industry Ombudsman: 2013 - 2014 Annual Report
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Case studies

These are some examples of complaints consumers brought to us in 2012-13. The names of consumers and providers have been changed to protect their privacy. 

Sarah for case study

Sarah's complaint

Sarah called us about a being misled into switching to a provider she did not know.

Jane for case study

Jane's complaint

Jane called us about not being able to change providers. 

Karen for case study

Karen's complaint

Karen called us about a problem with a payment arrangement for her landline and internet.

James for case study

James' complaint

James called us about a problem with a faulty handset.

Carla's complaint

Carla had a home loan application rejected because her provider had default listed her for a two-year-old, $1,000 phone account.

Peter's complaint

Peter contacted us about coming home to a bill 10 times greater than usual after a seven-day overseas holiday.