ACMA Consumer Protection: Who Qualifies and What You Get
Learn how to resolve disputes regarding your internet or phone services through official consumer protection channels.
This scheme provides a way for people to resolve disagreements with their telecommunications providers regarding phone or internet services.
Who it's for
This protection is available to all telecommunications consumers. Whether you are using a mobile phone, a landline, or a high-speed internet connection, you are covered under these consumer rights.
What you get
If you are having persistent issues with your phone or internet services, you can access dispute resolution services. This process is designed to help settle matters between you and your telecommunications provider, providing a formal way to address service failures or other related communications issues.
What it costs you
Using this service is completely free. There are no fees charged to consumers for accessing these dispute resolution pathways to settle their telecommunications disagreements.
The catch to know
The most important thing to remember is that you cannot go straight to the dispute resolution service as your first step. You must first exhaust your provider's internal complaints process. This means you must contact your internet or phone service provider, explain your issue, and allow them the opportunity to fix the problem through their own official complaint procedures before you can move to the next level of help.
How to apply
- Contact your service provider directly to lodge a formal complaint regarding your phone or internet service.
- Follow their internal procedures and wait for the provider to give you a final response or a resolution.
- If the provider fails to resolve the issue to your satisfaction, you can then seek assistance through the official dispute resolution channels.
- Visit the official portal to find more information and guidance: https://www.acma.gov.au