Ombudsman Concerned Over ISP Variations
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The Telecommunications Industry Ombudsman (TIO) has expressed concern about ISPs who change customer’s contracts without prior agreement.

Ombudsman John Pinnock says he has received an increasing number of complaints from customers who have had their contracts changed without warning.

“Customers are tell us that often, after a short period of the contract has elapsed, they have received notification from their provider that the price of their plan will increase or that the speed or usage limits will be reduced.”

Pinnock says that according to the industry code, a fixed-term contract can only be varied without the customer’s consent when the customer is given 21 days written notice and a further 21 days to cancel the contract without penalty.

He adds that if a customer wants to end the contract after the terms have been changed, the ISP can only cover any outstanding usage, installation and access charges.

The costs of any equipment associated with the contract can only be recovered if the customer can use the equipment with another ISP.

The Web site of the TIO is at www.tio.com.au