The Telecommunications Industry Ombudsman wants to make cancelling phone and internet services become more accessible, transparent and consistent for consumers. Many people face delays, confusing processes or unexpected costs when trying to cancel a service. Because telecommunications are essential, the rules must protect consumers and support fair treatment. 

Australians are losing time and money, and are experiencing emotional distress, due to poor cancellation practices by telecommunications providers. Barriers to cancellation, such as call-to-cancel requirements, make it difficult for shift workers, consumers with a disability and those overseas to cancel their services.

The policy position statement calls for 13 improvements across three key areas:

• empowering consumers to make informed decisions
• removing cancellation barriers
• offering fair remedies.