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Switch your phone or internet provider

What to check before you change your mobile, landline or internet service provider.

Check before you switch

Switching telcos should be easy. If your contract is about to end or you are looking for a better deal:

If your service doesn’t work as it should, contact your telco to report a fault.

If you are not happy with the outcome, complain to the telecommunications ombudsman

Switch to the NBN

You may be able to switch to the National Broadband Network (NBN), if the NBN is available in your area.

Check your contract. If you want to switch, your current telco should be able to help. You can also consider other telcos that offer NBN services in your area.

Beware of unauthorised transfers

Your telco can only transfer your service to another company if you agree.

Be careful if someone calls you and says they are speaking on behalf of your telco.

If this is a cold call, they may be trying to make an illegal transfer.

To protect yourself:

  • Do not share your date of birth, driver’s licence number or other personal details.
  • Always ask which company they are calling from.
  • Ask for a Critical Information Summary. Take time to read and understand the terms and conditions before you agree to a contract.
  • Make it clear if you are not interested.
  • Check your phone bill regularly in case anything has changed.

If a company transfers you without your agreement

If you think you have been signed up to a new telco without your permission, you can act. In most cases, the new telco and your original telco should be able to fix the problem.

  1. Contact the telco you have been transferred to – you can cancel a new contract organised over the phone up to 10 business days after the transfer. After more than 10 business days, you can still tell your new telco you did not authorise the transfer.
  2. Tell them you want to return to your preferred/original telco.
  3. Contact the telco you were with before the transfer.
  4. Explain what has happened and tell them you would like to go back to your previous arrangement.

Complain about an unauthorised transfer

Contact the new telco to complain about:

  • a transfer you did not agree to
  • any charges billed to you by the new telco.

If you are not happy with the outcome, complain to the telecommunications ombudsman.

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