VIC Sensis Ruined Yellow Pages Ad - Australian Consumer Law Case?

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Peter Roberts

Member
31 August 2015
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3
4
Hello, in May this year I was sold a premium Sensis Yellow Pages advertising package for my videographer business by Sensis which included a designing service. When the ad appeared in June, it was advertising another company in the United States. It also had prominent textual and spelling errors including a slogan (not submitted by me) "where creativity megres (sic) with talent".

I immediately submitted alterations, which were not implemented until late in July, and only after numerous emails back and forth because of inaction on the part of Sensis. Despite this I was charged the full $570 fee, plus another $778 which was for advertising from the beginning of June up to the end of July. In effect I was charged $1348 for less than two weeks of advertising.

When I complained, Sensis only offered to reduce the bill by $180. I decided I wanted to end the contract on the basis of the failure of Sensis to provide services and damage to my business reputation. I have gone through the process with them of terminating the contract, but they still want me to pay the $778 plus a $1200 cancellation fee, which I have told them I will not pay. I also told them that if they wish to pursue this in court that I will look into claiming damages to the reputation of my business. I received no business from this ad at all, and I am not surprised.

Do I have a case under Australian Consumer Law and what do I need to do?
 

Sarah J

Well-Known Member
16 July 2014
1,314
251
2,389
Melbourne, Victoria
Hi Peter,

Most likely you do. Contact the Telecommunications Industry Ombudsman, if you haven't already. They deal with yellow pages complaints/disputes, including incorrect advertisements. I would expect Sensis to amend the advertisement with the correct information or refund you.
 

Peter Roberts

Member
31 August 2015
2
3
4
Hi Peter,

Most likely you do. Contact the Telecommunications Industry Ombudsman, if you haven't already. They deal with yellow pages complaints/disputes, including incorrect advertisements. I would expect Sensis to amend the advertisement with the correct information or refund you.
Thank you. As it turns out, Sensis saw this post and have subsequently provided a full refund.
 

Sarah J

Well-Known Member
16 July 2014
1,314
251
2,389
Melbourne, Victoria
Hi Peter,

Thanks for the update. I'm glad it has all be resolved!
 

tassiecelt

Member
18 July 2016
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1
Tasmania
I have a similar problem. Sensis is ignoring the artwork that I provided and messing up the advert. I also received an offer of 10% discount which is a bit of an insult. I've been advertising with Sensis for over 30 years. In that time, they have always confirmed the artwork with me - not this time.

I've also refused to pay the balance (about 50%), which remains after finally seeing a copy of the yellow pages and seeing the mess they made for the first time. I did complain to TIO but they said they were unable to help.

I work as a signwriter, if a client give me artwork and I choose to ignore it and make up my own design then I would expect the customer to be happy. I would fix the problem at my expense or refund in full.
I expect the same from Sensis (but very much doubt if they care).