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.

Telco

Dealing with NBN connection delays

If you are having difficulty with NBN connection issues, whether it’s connecting up a new building, or re-connecting to the NBN after property damage, there are steps you can take to fix the problem. In many cases, you may be able to make a complaint to your telco provider, and Ajust is here to help with those issues.

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Banking

Dealing with card surcharge errors

If you’ve ever used a card to buy something and been charged more than the retail price it might have had a card surcharge applied. Card surcharges are legal in Australia. But retailers can only apply card surcharges that cover their reasonable costs of accepting the transaction. If you think you’ve been charged an incorrect surcharge, you may have a right to contact your bank to complain, or try using Ajust to help with your card surcharge issue.

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Banking

How to deal with credit reports mistakes

If there is an error in your Credit Report there are steps you can take to deal with it. Your credit provider has to consider and respond to all complaints about your credit report, and if they’re not able to resolve the issue for you, you can refer the matter to an external dispute resolution body like AFCA.

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Telco

How to lodge a telecommunication ombudsman complaint (TIO)

Are you dealing with Telstra Complaints, Optus Complaints, or any other telco issues? You’re not alone! The big telcos like Telstra, Optus and Vodafone have tens of thousands of customers across Australia, so it’s not surprising that sometimes things go wrong. If you have a telco complaint you can’t resolve, you can make a telecommunications ombudsman complaint with the TIO by following these simple steps.

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Banking

Lodging a banking ombudsman complaint with AFCA

Bank complaints happen all the time. Big banks like CBA and NAB report over 200,000 customer complaints each year – that’s almost 550 banking complaints each day! (And well done CBA and NAB for reporting their complaint numbers. Some of the other big banks don’t share this information.) If you have a banking complaint that you can’t resolve, making a banking ombudsman complaint with AFCA may be the solution.

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Energy

How to make complaints to the energy ombudsman

If you’re having trouble with your electricity, gas or water provider you can make a complaint to the energy ombudsman or electricity ombudsman scheme in your state or territory. Follow these easy steps to raise a complaint with the relevant energy ombudsman if you’re not able to resolve your complaint with your electricity, gas or water provider.

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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.

Telco

Resolve Your Telecommunication Complaints Easily with Ajust

Dealing with telco issues such as service interruptions, billing discrepancies, or unsatisfactory customer service can be frustrating. Whether it’s Telstra, Optus, Vodafone, or any other provider, reaching a resolution can sometimes seem daunting. Ajust offers a streamlined, efficient path to resolving these issues, potentially avoiding the need to escalate them to the Telecommunications Industry Ombudsman (TIO).
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Telco

Do I make a complaint to NBN or my internet service provider?

Navigating the world of internet services can be perplexing, especially when something goes wrong. Whether it's slow internet speeds, unexpected billing, or installation issues, knowing whether to contact NBN or your Internet Service Provider (ISP) can save you a lot of time and frustration. Here’s a straightforward guide to help direct your complaints to the right place.
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Banking

Understanding the Role of the Banking Ombudsman in Australia

The Australian Financial Complaints Authority (AFCA) serves as the official banking ombudsman, providing an essential service for resolving disputes between consumers and financial institutions. When banking issues become complex, involving significant sums of money, legal intricacies, or when both parties prioritise proving a point over resolution, the intervention of AFCA becomes crucial.
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Telco

Optus outage: how to make a complaint and ask for more than data

After the massive outage on its network, Optus is offering its customers bonus data. But you can make a complaint to the telco and ask for a different resolution, like a refund or compensation.
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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.