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Incorrect Callout Fee – How to Escape Them?

Incorrect callout fees can be a frustrating and costly experience for subscribers of internet service providers (ISPs) in Australia. When an ISP’s technician or representative attends a subscriber’s premises to perform repairs and identifies the problem location to be within the subscriber’s home, the subscriber is charged an incorrect callout fee. In this blog post, we will explore how to avoid these fees and what to do if you incur them.

The Cost of Incorrect Callout Fees

Incorrect callout fees can vary depending on the ISP. For example, if you’re with Telstra, an incorrect callout fee is $130 (including GST) and includes the first 15 minutes of labour. If you’re with iiNet, Optus, TPG, Exetel, Dodo, or another provider, your incorrect callout fee will most likely be set by the provider, and we’ve heard rumors of fees being around $220 (including GST).

How to Avoid Incorrect Callout Fees

The best way to avoid incorrect callout fees is to find an alternate method for repair. You have two ways to approach the situation:

1. Hire the ISP Technician

If you hire the ISP technician and they issue an incorrect callout fee, you’re out of pocket for the fee plus potentially higher charges from a third-party technician. To avoid this, consider hiring a private telephone technician like Secure A Com. Secure A Com’s technicians provide thorough fault investigation and supporting Service Fault Reports via PDF while on-site, giving you peace of mind that any issues are not internal. The cost of hiring a private technician is typically lower than the cost of an incorrect callout fee from your ISP.

2. Hire a Private Telephone Technician

Another option is to hire a private telephone technician like Secure A Com from the outset. Secure A Com’s technicians are licensed and experienced, and can provide a thorough fault investigation and supporting Service Fault Reports via PDF while on-site. This will give you the confidence to go back to your ISP and submit the supporting report if necessary.

Escaping Incorrect Callout Fees

If you incur an incorrect callout fee, there are some steps you can take to try to escape the fee. Firstly, question the ISP call agent’s handling of the situation and ask for a refund if they did not inform you of the fee at the time of booking.

In addition, if the ISP representative failed to inform you about the incorrect callout fee or did not offer alternate options or suggestions, you may have grounds to request a refund. As a consumer, it is essential to understand your rights and responsibilities and hold the ISP accountable for their actions.

Secure A Com’s technicians can provide free advice and help you understand the situation and the best course of action to take. With extensive experience and knowledge, Secure A Com’s technicians can offer valuable insights and advice that can help you avoid incorrect callout fees and other related issues.


Incorrect callout fees can be a significant financial hurdle for subscribers, and it is essential to avoid them whenever possible. By understanding your options and hiring the right technician, you can save yourself a lot of money and hassle. If you do incur an incorrect callout fee, don’t hesitate to question the ISP’s actions and hold them accountable for their actions. With the help of Secure A Com, you can avoid incorrect callout fees and ensure that your internet connection is always up and running.

Jason Kearney

Jason Kearney

Head Internet Technician

Jason Kearney is the Head Technician at SECURE A COM, with qualifications spanning NBN, ADSL, phone, and data cabling. Starting as an electrician, Jason quickly delved into the telecommunications sector, leading crucial projects like the rehabilitation of the Telstra network. With credentials in both managerial and technical aspects, he now specialises in phone line and NBN fault location and repair, serving both homes and businesses with effective and personalised telecommunications solutions

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