Seeking assistance from your provider | ACMA

Seeking assistance from your provider

When you contact your service provider you should be treated courteously. Information about products must be provided to you in a comprehensible and truthful manner.

Sales representatives must disclose all information that is likely to be important to you when deciding on a product and they must promote or sell products in a fair and accurate manner.

When you contact a call centre, your service provider must inform you if it is recording a call. The service provider must also ensure its sales representatives can communicate effectively with you in English.

Sales representatives should not be rude, mislead or harass you.

If you make an enquiry to your service provider this should be dealt with in a timely and effective manner and other customer service standards met.

If you are not satisfied with the manner in which you have been treated or how your enquiry has been handled you can make a complaint to the service provider. If you are unable to resolve the matter satisfactorily with your service provider then you can contact the Telecommunications Industry Ombudsman (TIO).

If you are deciding whether to purchase a new product or service, the service provider must obtain your consent to enter into a contract. There are also special rules if your provider makes contact with you to try and make a sale.

If you are a consumer with a disability, sales representatives must make information available about its products which specifically suit any needs you disclose to them.

If you are a disadvantaged or vulnerable consumer the service provider must take reasonable steps to cater for your specific needs.

Last updated: 22 July 2016