# Can I get a refund if my new internet provider didn't give me the mandatory service details?

- Jurisdiction: Australia
- Practice area: Consumer Law
- Published: 2026-10-28
- Last updated: 2026-10-28
- Canonical: https://lawasked.com/au/consumer-law/can-i-get-refund-if-my-new-internet

## Question

I am living in Melbourne, Victoria, and I am feeling quite frustrated with my recent change in telecommunications. Back on the 12th of October, I signed up for a new high-speed home internet plan with a major provider. They promised me certain speeds and data features, and I paid a $150 connection fee upfront. However, looking back at the paperwork and the digital summary they sent me via email last week, I realised they completely failed to provide the specific mandatory information regarding the service quality and technical standards that they are supposed to disclose to every customer. I have already called their customer service line three times over the last fortnight to point out that the information they provided is missing the required service details, but the representative just told me that 'the fine print is in the terms and conditions' and refused to acknowledge that they missed the specific service disclosures. I am not looking to just cancel; I want to know if they have actually broken a rule by offering a service without meeting those mandatory information requirements. Is it illegal for a company to sell me a service if they haven't provided the specific information standards required for that type of utility?

## Summary

Yes, it is an offence for your provider to supply services without meeting mandatory information standards. Under Australian law, if they fail to provide the required service quality and technical details, they may have broken the rules.

## Analysis

Based on the facts you provided, your internet provider may have committed an offence. Under the Competition and Consumer Act 2010, there are specific rules regarding how services must be described to consumers.

Specifically, Section 204 states that a person commits an offence if "the person, in trade or commerce, supplies services of a particular kind; and (b) an information standard for services of that kind is in force; and (c) the person has not complied with the standard in relation to the services" [1]. This means that if there is a mandatory rule (an information standard) requiring providers to disclose specific technical details or service quality, and they fail to do so, they have broken the law. This is a 'strict liability' offence, which means the prosecution does not necessarily have to prove the company intended to break the rule, only that the rule was not followed [1].

Regarding your request for a refund, Section 137 provides a pathway for consumers who suffer loss. It states that if a person supplies services in contravention of the rules, and "another person suffers loss or damage because, contrary to the information standard, he or she was not provided with particular information in relation to the services; and (c) the other person would not have suffered the loss or damage if the supplier had complied with the information standard," then that person is considered to have suffered that loss [2].

In your case, whether you are entitled to a refund of your $150 connection fee depends on whether you can prove that you would not have signed up for the plan or paid the fee if you had been given the correct mandatory information. If you can show that the missing information was a deciding factor in your purchase, you may have a claim for loss or damage [2].

It is currently uncertain whether the specific 'service quality and technical standards' you are missing are officially classified as a mandatory 'information standard' under the Act, as this depends on the specific regulations for telecommunications.

## Statutory citations

- Competition and Consumer Act 2010 (Schedule 2 ACL), Schedule 2, Section 204 - Supplying etc. services that do not comply with information standards [in force] (https://www.legislation.gov.au/C2004A00109/latest/text)
  > A person commits an offence if: (a) the person, in trade or commerce, supplies services of a particular kind; and (b) an information standard for services of that kind is in force; and (c) the person has not complied with the standard in relation to the services.
- Competition and Consumer Act 2010 (Schedule 2 ACL), Schedule 2, Section 137 - Supplying etc. services that do not comply with information standards [in force] (https://www.legislation.gov.au/C2004A00109/latest/text)
  > If: (a) a person (the supplier ) supplies services in contravention of subsection (1) or (2); and (b) another person suffers loss or damage because, contrary to the information standard, he or she was not provided with particular information in relation to the services; and (c) the other person would not have suffered the loss or damage if the supplier had complied with the information standard; the other person is taken, for the purposes of this Schedule, to have suffered the loss or damage because of that supply.

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