Resolved complaint (179) about age discrimination in goods, services and facilities

About the complaint

The complainant’s mother is 87 years of age and is a customer of the respondent telecommunications company. He alleged the company required customers to use apps to manage and alter their service. He alleged his mother’s age made it very difficult for her to learn how to use these apps confidently and he was not authorised to access the apps on her behalf.

The company noted customers are able to seek assistance with managing and altering their services by attending a store, contacting the company by phone or using an online chat bot.

The complaint was resolved. The complainant and his mother attended a company store, where a customer service manager helped resolve issues the complainant’s mother was experiencing with her phone, changed the platform language to the complainant’s mother’s preferred language and provided the complainant with authority to access his mother’s account.

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