Complaints not by end-user

The TIO regularly receives complaints from persons who are the account holder of a service but not the end-user, e.g. internet café owners, hotel/motel owners.

As it is the TIO's function to investigate complaints by end-users of carriage services, such complaints fall outside the TIO's jurisdiction at first glance.

However, Section 3.2 (a) of the TIO's constitution states, 'Complaints may be made to the TIO by end-users of carriage services and by persons directly affected by the provision or supply of (or the failure to provide or supply such services by scheme members).' It is therefore arguable that the TIO does have jurisdiction to investigate complaints where the complainant is not the end-user but is directly affected by the provision, fault, billing, etc. The TIO considers its jurisdiction over such complaints on a case-by-case basis.