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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Incorrect roaming charges

Telstra refunds Dominic $60 for incorrect roaming charges

When Dominic travelled to the United States for the trip of a lifetime, he used Telstra’s International Day Pass until he was able to buy a local sim card. Upon arriving back to Australia, Dominic noticed that Telstra had charged him for more than what he had actually used. Dominic used Ajust to make a complaint about the excess charges and after just 2 days, he received good news from Telstra that they’d resolved his issue.
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Energy
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Incorrect charges

OVO Energy credits $185 to Sue’s account following billing issue

Bill Hero customer Sue had signed up for a special offer with OVO Energy. When she received her first bill, she knew something went wrong as it was unexpectedly high. After she struggled to get in contact with OVO Energy, Sue asked the team at Bill Hero for guidance on how she could resolve the issue. The team told Sue about Ajust - a technology platform that helped consumers resolve issues with businesses. Sue found Ajust easy to use and within just a few minutes, her complaint had been sent to OVO Energy. Just 24 hours later, Sue received a call from OVO Energy to say that had resolved the issue and credited $185 to her account.
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Telco
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Billing issue

Optus refunds Tegan $500 after billing issue

Tegan was having problems with her mobile bills from Optus. She had been trying to get in touch with Optus for some time but wasn’t able to get her issue resolved. Luckily, Tegan found Ajust’s resolution platform and within 3 days of making her complaint to Optus, the issue was resolved. Optus fixed the billing problem and refunded Tegan $500.
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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 complaints easy for consumers and businesses. Our platform resolves complaints 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 complaint

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.

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