The TIO provides an independent dispute resolution service for small business and residential customers who have a complaint about their telephone or internet service in Australia. Our service is free to customers.
We are able to handle complaints about telephone and internet services, including by collecting any documents or information relevant to the complaint. We have the authority to decide the resolution of a complaint (the telecommunications company is legally obliged to implement) up to $50,000, and make recommendations up to $100,000.
The Telecommunications Industry Ombudsman Ltd was established in 1993 under legislation and is independent of industry, the government and consumer organisations.
The Board is chaired by an independent Director and contains a balanced mix of Directors with industry and consumer experience, an Independent Director with not-for-profit governance experience and Independent Director with commercial governance experience. The Board has adopted a charter that sets out its roles and responsibilities.
Memorandum of Understanding with ACMA
The Australian Communications and Media Authority (ACMA) and the Telecommunications Industry Ombudsman (TIO) have a Memorandum of Understanding about referrals and the exchange of information between the two organisations.
Read a copy of the Memorandum of Understanding (PDF, 2.5MB)
Disability Action Plan
Our Disability Action Plan 2013-2016 demonstrates our commitment to providing an accessible complaints resolution service to all Australians. It sets out the steps that we will take between 2013 and 2016 to eliminate as far as possible discrimination in the way that we provide our complaint resolution service.
Latest Media Releases
- Internet and NBN complaints rise from Australian consumers as mobile complaints fall
- Contextualised complaints fall in July-September quarter amid mixed results for telcos
- Quarterly figures increase, year-on-year results improve
- Complaints increase in January-March but down overall
- Quarterly figures up while year on year improvement continues
Excess data usage
- make an online complaint
- 1800 062 058
WritePO Box 276
Collins Street West Vic 8007
TTY1800 675 692
National Relay ServiceCall on 1800 555 677 then ask for 1800 062 058
- Fax our consumer complaint form to 1800 630 614