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General FAQ

Why are you called ´I am not a number´

Whether they make you aware of it or not. Companies apply a number against your name. By doing this companies, remove their sense of responsibility to you as a real person. I Am Not A Number is a voice for you to help navigate the complex and ever-changing consumer rights policy framework. By doing so we help restore the right balance to the relationship between customers and institutions. Every letter and every single call made from us to the company reminds them that you are not a number and you deserve to be heard.

How long does the process take?

The process could be as short as 2 weeks and as long as 2 years depending on thAll template letterse complexity. Our job is to continuously chase the relevant parties to ensure its being resolved as swiftly as possible.

Do you charge for this service?

We wish our service could be for free, and for that reason we don’t charge anything for the work we do even if you don’t win. But without government funding we have to get paid something to cover our costs. So when you win, we’ll take a small percentage. The amount depends on the type of complaint and is written into your agreement.

How do I know my information is secure?

We are committed to maintaining your privacy in line with the Privacy Act 1988. You can read more about our commitment to privacy by clicking on privacy policy at the footer of the webpage

Telecommunications FAQ

What kind of issues do you look at under this section?

Other major telecommunications concerns include; Contracts: where you agreed to something that you did not get, or it became too expensive Bills: questionable excess charges Faults and service difficulties: Downtime, services not working in your home or town

How can I prove my NBN claim?

One of the largest problems in Australia is the NBN rollout. It has caused many users to suffer delays, severe downtime, increased costs, decreased speeds and loss of phone number If you were told that by switching to NBN you’re speeds would be increased, but you don’t think this is the case. Run a speed test here

If the outcome is less than what you were promised, then you have grounds for complaining. Many customers have been switched to NBN for a higher cost than what they used to pay, but are finding lower speeds.

Gas electricity and water FAQ

What kind of disputes do you look at in this section?

here are a wide range of energy disputes that you can ask to get money back for, such as; Trouble paying bills, connection problems, Debt collection and credit default listings, outages and surges, Not receiving bills at least once every three months, compensation due to damages and loss, poor customer service, being left without hot water in winter or

What steps do I need to take for a billing issue?

  • If you’re experiencing a billing issue Many retailers have a section on their website where they explain their bills. They are also able to explain the details over the phone. Please check these before raising a complaint regarding a billing issue.


How do I read my electricity or gas meter?

Please read this section to find out how to read your gas or electricity meter

It is useful to take a photo of the result as evidence to add to your complaint.

Finance and Insurance

How far back can I claim?

Usually, banks only have to review as far back as 7 years unless you provide the documentary evidence. However, due to the recent Royal Commission there’s some indication that 11 years (late 2007) would be the cut off. Additionally, some cold cases are being accepted based on the severity and nature of them, even if they have already been to ombudsman in the past.

What can I claim for?

There are a large amount of banking issues you can claim for. They range from bank charges, irresponsibly increasing your credit card limit, bad advice on a mortgage or financial plan, poor management of your superfund, insurances being added to products that were not fit for your needs.

I’m not sure if I have a claim?

Due to the complexity of banking, it’s often difficult to know if you have a claim. The spate of problems identified in the Royal Commission indicates that there is a high probability you’ve been affected in some way. Over 4 million Australians are due on average of $8,000 is the growing estimate. It is worth filling in a form for every bank that you’ve been with and allow our investigators to review to see how you might have been effected

I have more than one bank I need to claim against?

That’s easy, just fill in a new form for every company you wish to complain against

Fair Work FAQ

Is there a time limit on registering a claim?

There is a 21 day time limit that you must apply of a dismissal taking effect.

How do I calculate my correct wage?

There are rates of minimum pay set by legislation for over 100 types of employment, these are known as awards. You can calculate your minimum pay entitlements, leave entitlements, redundancy entitlement and weekend rate, public holiday, overtime rates through this link

You should upload the results of your findings as an attachment when making your complaint, otherwise you will be asked to do this later on. You should also upload any relevant paperwork. For example, if you’re complaint relates to a pay dispute we will need to see the relevant payslips, if it’s

I’m not sure if I’ve been underpaid super?

In the event you think you might be underpaid super. You should tell us how many hours a week you work, and what your yearly salary is. You should also provide us with the name of your employer. Super is calculated at 9.5% you should use the online Super Guarantee calculator to work out your entitlement

I still work for my employer, can I still claim?

Using a representative like us is especially great in situations where you think your visa might be affected, or in the event you still work for the employer. That way we can help ensure you’re not penalized or that the issue is discussed with you at work.

How to calculate what you’re owed

Take note of the time when the doors are opened on the plane (not when it lands) and the intended time of arrival. Below is an indicative table for payouts of all eligible European flights

Flight distance Delay length Entitlement
Up to 1,500km 3 hours + €250
Any flight within the EU over 1,500km or any other flight between 1,500km and 3,500km 3+ hours €400
More than 3,500km 3 to 4 hours €300
More than 3,500km 4 hours + €600

Check the distance of your original flight here

Flight Information FAQ

How far back can I claim?

Generally, you’ll only be able to make a claim for flight delays that occurred in the last six years. This is because you can only take cases from less than six years ago to court.


In theory, you should be able to make claims on older cases (up to 2005, when the EU brought in the flight delay legislation). However, you normally won’t be able to get compensation on these older cases.

When is a delay counted from?

Your flight delay is based on the scheduled arrival time. This is counted from when the doors are opened on the plane and not when it lands (as some airlines may claim).

What if my interconnecting flight is delayed?

If you have bought the tickets as a single booking, and your first flight is delayed, any compensation should be based on the delay when you arrive at your final destination. This is true for any flight that is either operated by an EU carrier or departs from an EU airport.

Common claims misperceptions

If the plane is diverted and it’s outside of the operators control you cannot claim compensation

Bad weather is outside of the airlines control and you cannot claim compensation as a result

You cannot claim for any air traffic control delays

Can I claim if a delayed flight has made me miss a connection?

If you’ve bought the tickets as part of the same booking, yes!



As long as you are either departing from or flying to an EU territory (on an EU operated airline if flying to the EU) with a stopover in a non-EU territory, you can get compensation for any delays that might occur – even if they happen on part of the journey that’s outside the EU!


Montreal Convention

The Montreal Convention is a treaty that sets out the rules for damage to goods, lost or delayed luggage, and personal injury on international flights.


The Montreal Convention gives you the right to claim damages in the event that one of these things happens on a flight between states that have signed the treaty.

airlines control and you cannot claim compensation as a result

You cannot claim for any air traffic control delays

What if I was not flying to Europe?

Due to a better regulatory environment in Europe it is much more likely to register a successful claim than if you were flying internally or heading to Asia or America, unless you flew with a reputable brand like Emirates, Qatar or Qantas. If you flew with a less than reputable brand and your flight was not to Europe, but you had insurance. Please register your claim on our travel claim for here.

What if I have insurance?

If you had an insurance policy at the time of the issue with your flight you may wish to also submit a claim through our travel section found here.

Travel insurance FAQ

What does this form cover?

Here you can claim for things such as lost luggage, illness, loss or theft while you are travelling or any disruption to your travel plans.

What if I have a different type of insurance claim?

All other insurance claims are being handled under our form ‘Finance and Insurance’ Please specify in the note comments what type of policy and the issue you have experienced.

What if my complaint relates to a flight?

The flight complaint section is more for claims relating to baggage loss and flight delays from EU destinations. In Australia, it is difficult to claim on these things without some form of insurance. So it’s very important to hold an insurance policy for every trip. It is in this section

What steps should I take while I’m still abroad?

For every robbery, you need to approach the local police and have them provide you with a written incident report. If you are incurring out of pocket expenses, please keep a record of these by way of receipts. It’s good to keep your boarding passes and any documentation you collect during transit. If there has been damage to a rental vehicle or hotel room, please take your own pictures.

Everything Else FAQ

What complaints do you look at under this section?

If the impression left by a business’s advertisement, promotion, quotation, statement or other representation creates a misleading impression in your mind—such as to the price, value or the quality of any goods and services—then the behaviour is likely to breach the law.

Some examples of business behaviour that might be misleading are:

  • – a mobile phone provider signs you up to a contract without telling you that there is no coverage in your region
  • – a real estate agent misinforms you about the characteristics of a property by advertising ‘beachfront lots’ that are not on the beach
  • – a jewellery store advertises that a watch ‘was’ $200 and is ‘now’ $100 when the store never sold the watch for $200
  • – a business predicts the health benefits of a therapeutic device or health product but has no evidence that such benefits can be attained
  • – a transport company uses a picture of aeroplanes to give you the impression that it takes freight by air, when it actually sends it by road
  • – a company misrepresents the possible profits of a work-at-home scheme, or other business opportunity.