Published on Thursday, 9 April 2020 at 9:00:00 AM
We’re all adjusting
The COVID-19 pandemic is rapidly changing the way Australians live and work. Phone and internet services are more important than ever, providing a vital link for consumers and small businesses to work, study, connect with friends and family, and access important services.
Phone and internet providers are also adjusting to increased demands on their services and pandemic-related disruptions. Lockdowns and social-distancing rules are impacting customer service teams both locally and overseas, and some providers have had to close some retail stores.
As a result, the timeframe for providers to respond to non-urgent complaints has been extended from 10 to 15 days. The timeframe for providers to respond to urgent complaints from people and small businesses at risk remains unchanged at two business days. This will allow providers to better manage their complaint load and respond to your complaint sooner.
The Telecommunications Industry Ombudsman remains here to help you find a clear way forward when you are unable to resolve an issue with your phone or internet provider.
For more information, click the link below.
https://www.tio.com.au/reports-updates/covid-19-phone-and-internet-tips
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