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We have a standing dispute with our landline and internet…

Customer Question
We have a long...

We have a long standing dispute with our landline and internet provider. I have a disability and my carer who lives here has been in severe pain and so has not made appropriate complaints to satisfactorily amend the technical aspects. Calls to Optus have always been complicated and time wasting. I have finally asked her whether I could talk to an ombudsman myself about our problem. She will give her permission so as to convey the necessary materials/info. Currently, we have not the capability to ring out using landline. Our number is(###) ###-####. We have three lines/phones if this is utilised. Others apparently can ring us without problems.

Lawyer's Assistant: Because laws vary from place to place, can you tell me what state this is in?

Murray Bridge SA

Lawyer's Assistant: Has anything been filed or reported?

Yes. Several calls have been made to Optus at various levels including in -store.

Lawyer's Assistant: Anything else you want the lawyer to know before I connect you?

I have a document (handwritten to provide)

Submitted: 6 months ago.Category: Australia Law
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Answered in 5 minutes by:
12/4/2017
Solicitor: Leon, Solicitor replied 6 months ago
Leon
Leon, Solicitor
Category: Australia Law
Satisfied Customers: 46,605
Experience: BEc Dip Ed, Dip Law (SAB) MTax (UNSW)
Verified

Hi, I am Leon, a NSW Solicitor. I will be assisting you with your question today. I may ask a few questions. I can call you for an extra fee.

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Solicitor: Leon, Solicitor replied 6 months ago

Good Afternoon

Do you have this all documented?

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Customer reply replied 6 months ago
I have a handwritten letter by my carer. I have not read it but believe I can add extra material. As I have noted we cannot ring out but receive messages. We also have three phones so both of us can talk if required.
Customer reply replied 6 months ago
I didnt think we had to pay anything for this service??????!! Everyone is on a pension.
Customer reply replied 6 months ago
I notice above it is a 7 day free trial.
Solicitor: Leon, Solicitor replied 6 months ago

Good Afternoon

The complaints that have been made have you documented them?

The letter from your carer does it detail all the issues and communications?

This is not a free service and when you asked the question you offered to pay a fee.

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Customer reply replied 6 months ago
This is the first time I have had to pay to deal with an ombudsman. This issue is blatently their fault. They have disconnected at least once about 4 months ago for No reason. They said afterwards we hadn'y paid on time which was incorrect. when it was re-enstated the landline only accepted in calls. We were adbviced a new moden whould be best to settle the issue but it never came. An Optus person actually rang us to ask if we had received it but it hadnt and then we were told he would get this sorted. Still no new modem. we also had big problems with the tv reception and the fast broadband has always been hopeless.
Solicitor: Leon, Solicitor replied 6 months ago

You are not connected to the ombudsman

The ombudsmans website is https://www.tio.com.au/making-a-complaint

You can lodge a complaint with them if you do not wish to continue here.

I am happy to assist but it is not a free service.

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Customer reply replied 6 months ago
Can I contact the Ombudsman direct and have the issue dealt with. If we changed to another provider would we have to pay a fee?
Solicitor: Leon, Solicitor replied 6 months ago

I have extended an offer to assist you by phone. If you wish to accept please provide me with your number and I can call you.

It will be alot easier to discuss your options

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Customer reply replied 6 months ago
If I opt for 'call me' is the cost past on to Optus? They are obviously at fault. My carer is in charge of payments. At least three times now she has NOT been well enough to seek requests for help/complain. Very frustrating for me. I have Aspergers Syndrome.
Solicitor: Leon, Solicitor replied 6 months ago

No we do not pass on the costs to optus

I am a solicitor.

I understand financial constraints.

You can contact the ombudsman and lodge a complaint with them and I can give you a refund.

Here is there website again.

https://www.tio.com.au/making-a-complaint

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The responses above are from individual Experts, not JustAnswer. The site and services are provided “as is”. To view the verified credential of an Expert, click on the “Verified” symbol in the Expert’s profile. This site is not for emergency questions which should be directed immediately by telephone or in-person to qualified professionals. Please carefully read the Terms of Service (last updated February 8, 2012).

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