AVENUES FOR DISPUTE RESOLUTION

AVENUES FOR DISPUTE RESOLUTION

Recently I had received a bill that was almost twice as much as my capped amount. I was surprised and a little shocked.

Except of one occasion (and now two occasions), I have always kept under the cap limit of my phone since entering my current plan early last year.  The first occasion where I didn’t stick to my capped limit was the very first bill I received from the service provider. I didn’t fully understand how my phone usage worked (the phone shop wanted me to sign away on the dotted line ASAP), getting the next customer to do exactly the same thing.

This time around I decided to do something about the excess phone charges I received. First I called up the service provider to explain my situation. They were SOMEWHAT sympathetic to my circumstances and agreed to waive a small percentage off the excess amount. They also said that they would set up SMS alerts when I’m approaching my capped limit; making me feel like I was getting a good deal and I ended the phone call.

Two hours after that phone call I thought to myself ‘well if the service provider agreed to waive part of the excess, why not the full amount?’.  I didn’t like the idea of being put on hold with the service provider again so I did some research and found the number for the ‘Telephone Industry Ombudsman’ (TIO). When I made my call it went straight through to a person (they must have been having a quiet day) and I explained the circumstances in full.

One hour after the call to the TIO was made I received a text from service provider to say that they would be in touch over the next few weeks. I have now received that call and have been advised that they will credit my account with an amoun  of $ that I believe is the full excess.

Telephone Industry Ombudsman: Hotline for complaints and enquiries

1800 062 058 (Free from landlines, standard rates apply for calls from mobiles). If you call from a mobile you can ask us to call you back

Phone companies make the impression that you’re receiving the HOTTEST deal. People should be aware of their rights aware of the AVENUES FOR DISPUTE REOLUTION. SMS Alerts should be STANDARD to all phone users as they reach their cap limit.  I certainly was made aware of extra charges when I paid the excess on my first bill, and I doubt it will happen again.

The Unofficial Ambassador for Healthy Living x