Telecommunications Industry Ombudsman: 2013 - 2014 Annual Report
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Jane's complaint

Jane for case study

Jane called us about not being able to change providers.

What the consumer told us

Jane said she had repeatedly tried to transfer her landline to a new provider, but each time, the original provider would take it back. Jane continued to pay her bills because she ran a business and did not want her service suspended.

What the provider told us

The original provider told us that the transfer was not completed because Jane had registered with the new provider using her business name, not her personal name.

The original provider believed it was the new provider’s responsibility to explain that this was the reason for the problem.

How the complaint was resolved

As a gesture of good will, the original provider waived the balance of Jane’s account and successfully transferred the service to her new provider. Jane was happy with this resolution and we closed the complaint.