Financial Redress will represent the client in connection with the Client’s claim for compensation from the Client’s mobile phone provider;
Financial Redress will communicate and negotiate, as it considers appropriate, on the Client’s behalf with the Client’s mobile phone provider, and, if necessary, the Telecommunications Ombudsman (“TIO”). The service does not include instituting legal proceedings or legal representation;
Financial Redress has made no representation to the Client that compensation is guaranteed. Financial Redress will not pursue a claim if it believes that the claim lacks sufficient merit, and may also elect not to pursue a claim if the compensation being claimed is less than $1000.
If the Client’s mobile phone provider contacts the Client directly, the Client must refer them back to Financial Redress. Financial Redress will not accept a compensation offer from the mobile provider without the Client’s consent;
Any compensation payable by the Client’s mobile provider may take the form of credit to the Client’s mobile phone account or a cash payment;
Financial Redress charges for its services on a no win, no fee arrangement. If Financial Redress is unsuccessful in recovering the Client compensation, the Client pays nothing. If Financial Redress is successful in recovering compensation, Financial Redress will charge the client 25% plus GST of the compensation received, whether the compensation is in the form of cash or credit;*
In the case of a cash refund, Financial Redress will request the Client’s mobile provider to make the payment to Financial Redress, from which Financial Redress will deduct its fee, and remit the balance to the Client. Otherwise, Financial Redress will invoice the Client within seven days of a settlement offer being accepted, with payment required by the Client within fourteen days of receipt of invoice. Financial Redress has a no refunds policy once the Client has paid its invoice;
Financial Redress may decide not to refer a case to the TIO, if, in its opinion, a compensation offer made by the Client’s mobile provider is reasonable. If the Client rejects this and continues independently, Financial Redress will be entitled to charge the Client its normal fee, based on the original offer. If the Client settles the complaint directly with the mobile provider after Financial Redress has been retained, Financial Redress will be entitled to its normal fee, based on the full excess use charges.