Frequently Asked Questions
Fixed Line
Is my service provider allowed to change the terms & conditions of a package I have signed up for ?
In many cases, your service provider can change the terms and conditions of your package. However, your service provider must give you at least one month’s notice of the proposed change to your package and details of your right to withdraw from your contract, without penalty, if you do not accept the proposed change to your contract terms.
Related FAQs include
Does my service provider have to let me know if it is changing my terms & conditions?
Yes, your service provider must let you know about the proposed changes to your terms and conditions at least one month in advance of when the new terms and conditions become effective. Additionally, your service provider must also give you details of your right to withdraw from your contract, without penalty, if you do not accept the proposed change to your contract terms. A press notice and/or a notice on your service provider’s website are not sufficient to let you know about the proposed changes to your contract terms and your right to withdraw.
What do I do if my service provider did not let me know that it is changing my terms & conditions?
If you did not receive notice from your service provider about changes to its terms and conditions and you have now realised that the terms have changed you should contact your service provider to enquire about its process for notifying you of the proposed changes and your right to withdraw. If you are not satisfied that you were appropriately notified, at least one month in advance, you should lodge a formal complaint with your service provider. If your complaint is not dealt with appropriately, you can escalate the matter to ComReg’s ConsumerLine.For all FAQs click here
