TIO has found telemarketers using sales tactics and misleading information to sell NBN services.

The implementation of the NBN (National Broadband Network) requires a few changes and preparation to ensure business continuity and readiness to take advantage of new opportunities. As found by the TIO (Telecommunications Industry Ombudsman) some telemarketers have been influencing small businesses and residential consumers to acquire services that do not suit their needs. Telemarketers try to sell services over the phone based on false or confusing information.

After receiving nearly 2,000 complaints last year, the TIO has published a report on this issue, highlighting how some telemarketers are:

  • being unclear about what company they work for.
  • suggesting the consumer’s services will be disconnected by the current provider.
  • advising an immediate action must be taken to avoid losing services and phone lines
  • Telemarketers not being clear about who they work for.
  • Consumers being told their current provider will not supply services after the NBN arrives.
  • providing inaccurate information on NBN plans, contract and expected connection speed.

Under this situation, small businesses can end up with service disruption or financial loss.

“Consumers have told us the misleading telemarketing practices result in them being locked into contracts that do not meet their expectations, are more expensive than their previous phone and internet plan, or are not suitable for their circumstances.”

Telecommunications Industry Ombudsman

How to protect from misinformation about NBN services?

The TIO suggests 6 recommendations to avoid an unpleasant situation for your business.

  1. Check what company the telemarketer works for.
  2. Check the disconnection date of your current service by directly contacting your provider.
  3. Check is your area is ready for NBN on the official website: https://www.nbnco.com.au.
  4. Take time to understand all the details of the NBN service you plan to acquire.
  5. Compare other services and providers before making a decision.
  6. Understand your rights when you sign up for a service. In most cases, the contract can be cancelled within 10 business days.

How to report a misleading telemarketer?

If your business is affected by this or you have any issue with your telecommunications provider, make a complaint in the TIO’s website.

The full report on misleading NBN telemarketing is published here.

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