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.

Banking
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Customer service

ANZ helps Lauren reduce her credit card limit

Lauren decided to reduce her credit card limit however, did not receive any confirmation from ANZ about her attempt to change it. When Lauren tried to call them, she couldn’t get hold of anyone to help her. That’s when Lauren decided to use Ajust. In a short amount of time, Lauren’s issue was resolved.
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Telco
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Customer service

Telstra reinstates Darrell's silver membership and gives compensation

Darrell had been with his telco provider, Telstra for more than 5 years. He was paying for their mobile and internet services, which allowed him to have an exclusive membership, based on Telstra’s tiers membership program. Out of nowhere, Darrell's membership was downgraded, right before he was about to take up a members-only offer. Darrell used Ajust to create a complaint and the problem was fixed in under a week.
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Energy
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Billing

AGL works with Centrelink to fix bill rebate for Jimmy

Jimmy is a pensioner and receives a low income household rebate for his electricity bills. He had been getting the rebate when it suddenly stopped about 2 years ago. He contacted AGL however the matter went unresolved. Through Ajust, Jimmy was able to have this rebate status reinstated, as well as $770 back pay.
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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.