Resources

Resources

Ajust believes resolving complaints is good for consumers and businesses. We share resources to help consumers and businesses build strong relationships.

Browse our collection of issues facing consumers, case studies of consumers we’ve helped and news articles about resolving complaints.

Issues
Stories
Articles

Issues

Read about the issues consumers are facing. Have a different issue? You can still make a complaint.

Banking

What can I do if my bank doesn't respond to my complaint?

Banks receive a lot of complaints and sometimes things can fall through the cracks. If you’ve made a complaint with your bank and they haven’t responded, don’t despair. You have some options to make sure your complaint gets heard. You could make a complaint using Ajust, or escalate your complaint to the ombudsman.

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Airline

What is the Airline Customer Advocate?

The Airline Customer Advocate (ACA) was established in 2012 by Australian airlines in response to a government white paper on the Australian airline industry. While presented as a customer service initiative, the ACA doesn’t actually have any authority to be able to independently evaluate customer issues. Learn more about why the ACA was presented with a Shonky Award by CHOICE in 2021 and what you need to know about resolving airline complaints.

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Energy

Behind on energy bills? What happens and what to do

Anyone can fall behind on their bills for any number of reasons. It’s a stressful situation to be in given that when you’re late on paying a bill, there’s a risk of your power being disconnected. Whether it’s your electricity or gas bill in question, we’ll take you through some of the steps you can take when you’ve fallen behind. This includes when your power can be cut and how to apply for hardship arrangements in case you need a little help paying a bill.

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Energy

How to read your energy meter

If you’ve been given an estimated energy bill you may need to take your own reading of your meter to submit to your energy provider. Use this simple guide to review your energy bill and notify your energy provider of your reading.

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Telco

What to do if you're experiencing mobile phone outages

Everyone deals with mobile phone outages every now and then. But what happens if your phone keeps dropping out? If you’re unable to use your phone properly due to repeat outages, you may be able to make a telco complaint. Find out what you can do about phone outages and how we can help you at Ajust.

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Banking

How to deal with credit card fraud

Credit card fraud can happen to the best of us. There are a number of ways this can happen e.g. scams or stolen cards - but the bottom line is that it’s unfortunately a pretty common occurrence. If you have been a victim of fraud, you need to act quickly. You can usually speak to your bank to freeze your account and request to have any fees and charges reversed. We’ll take you through some of the common issues that arise from credit card fraud and how to tackle them.

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Consumer Stories

Read case studies about consumers Ajust has helped. Story sound familiar? You can make a complaint too.

Telco
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Plans changes

Telstra lets Cooper stay on his original mobile and internet plans

Cooper is a loyal consumer. His philosophy is “why change something that’s working well”. That’s exactly how he felt about his mobile and internet plans with Telstra. He’d been on them for a while and wanted to stay put. So he was confused when Telstra said he had to change to new plans. Cooper made a complaint using Ajust’s platform. Two days later, the issue was solved and he was back to the comfort of his original plans.
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Banking
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Incorrect Interest Rate

ME Bank lowers Caleb's interest rate and issues refund of overpaid interest

When Caleb decided to move back into his home, he was entitled to change the commercial interest rate he was paying to the residential interest rate. This would reduce the amount of interest Caleb needed to pay on his mortgage so that he could spend more on his extravagant date nights (the new kitchen was perfect for cooking up a storm). A while after Caleb completed and submitted all the paperwork, he noticed his interest rate still hadn’t changed so he called ME Bank to see what was going on. The bank told Caleb they had not gotten around to changing the rate yet. Caleb had been chasing ME Bank to change his interest rate for about a month when he came across Ajust. After using Ajust, Caleb heard back from ME Bank pretty quickly - they changed his interest rate and compensated him $40 for additional interest he’d paid on the commercial interest rate since submitting the paperwork.
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Telco
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Slow internet

iiNet upgrades Kyle’s slow internet in under 24 hours

When Kyle decided to visit his mum from overseas, the last thing he expected to do was deal with her NBN provider. However, his mum's slow internet speed meant that Kyle needed to change her plan because it was difficult to get anything done online with her current plan. When Kyle called iiNet to inquire, he was told there was nothing that could be done for him. After a few more tries, Kyle decided to use Ajust’s consumer platform. Within 24 hours, the issue was resolved and Kyle’s mum now has much faster internet.
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News and Articles

Read consumer news and articles from the world of resolving customer complaints.

General

Finding the first software engineer for Ajust

Ajust is looking for a founding engineer to take our product to the next level. Ajust’s Founder, Tom Kaldor, reflects on what he’s learnt searching for the right technical collaborator.
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General

Why does Ajust care about customer complaints?

Ajust’s Founder, Tom Kaldor, shares the story behind Ajust and explains why we’re building a platform to resolve complaints between consumers and businesses.
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Do you have a complaint?

Ajust is the express lane for resolving customer complaints.
Resolve with Ajust

How It Works

Ajust makes resolutions easy for consumers and businesses. Our platform resolves issues in three easy steps!

How Ajust works, user shares their story
01

Tell your story

You’ve had a bad experience with a business and you want a resolution. Ajust asks the right questions about what happened, so your story gets heard. It only takes a few minutes.

Ajust uses your story to automatically create a complaint. We send your complaint with the right details, to the right place – so you get the right outcome.
02

Submit your case

Ajust uses your story to automatically create a case. We send your case with the right details, to the right place – so you get the right outcome.

The business responds to your complaint to offer a resolution. If you’re not happy, Ajust helps you escalate your complaint to the ombudsman or switch to a new provider.
03

Get your resolution

The business responds to your case to offer a resolution. If you’re not happy, Ajust helps you explore your options, like escalating your complaint to the ombudsman.