iTWire
Monday, 17 May 2021 23:57
TIO investigation finds poor sales practices, hidden costs and unclear information affecting telco consumers
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online information about telco products and services can be difficult to find and understand,
telcos do not always responsibly promote or sell their products and services, and
consumers sometimes unknowingly sign up for products or services they do not need.
Complaints to the TIO can be the tip of the iceberg, according to the organisation.
In one case. the TIO reports receiving just under 100 complaints about a telco’s selling practices during a promotion. After the TIO began looking into these complaints, the telco recognised the problem was widespread and credited a total of more than $1.4 million to over 10,000 affected consumers. The telco also improved its processes for future promotions.