Contact us

We make it easy for you to make a complaint with us. Below are some options on how to contact us.

The Telecommunications Industry Ombudsman’s (TIO) focus in providing dispute resolution services is to manage cases fairly and independently. We treat everyone with respect, honesty and courtesy and we ask that you do the same for us. For more information, please read our Engagement Charter which outlines our commitment to users of our service, setting expectations and obligations that apply. 

TIO has a zero-tolerance policy on aggression and violence towards its employees. Our people work hard to support you and have the right to a safe workplace free from abuse, aggression and violence.

Online

Use our online complaint form to make a new complaint, or update your existing complaint.

Completed forms generally receive a response within 24 hours.

Phone

Call us on 1800 062 058

• We are available 8.00am–8.00pm Monday to Friday, AEST.
• Calls are free from landlines (but standard rates apply for calls from mobiles).
• If you call from a mobile you can ask us to call you back.

Email, Fax, or Post

Download and complete our complaints form, then email, fax, or post.

• Email your completed complaints form to our complaint handling inbox.
• Fax your completed complaints form (or a letter) to 1800 630 614.
• Post your completed complaints form to PO Box 276, Collins Street West, VIC 8007

Help for people and businesses at risk

We can prioritise your complaint if you are experiencing a crisis such as:

• an urgent medical or safety need
• a risk of losing bank finance
• your business is at risk of incurring a loss
• you need urgent financial hardship support from your provider
• you are impacted by bushfires or another natural disaster.

See our help for people and businesses at risk page for more information.

Interpreters and accessibility

Access a language interpreter

If you need an interpreter, call us on 1800 062 058 and we will get one for you. Or, you can call the Translating and Interpreting Service on 131 450.

Booking an Auslan interpreter

If you are d/Deaf, hard of hearing, or use Auslan to communicate, you can book an appointment with us by requesting a call through our Auslan Video Interpreting Service. We will contact you with an Auslan interpreter using Microsoft Teams. 

Access the National Relay Service 

If you are d/Deaf, hard of hearing, or have a speech/communication difficulty please contact us by:

Step 1

Contact us through your preferred NRS call channel detailed on NRS call numbers and links.

Step 2

Provide the NRS with our phone number 1800 062 058

For more information visit: About the National Relay Service

Help us improve

We value your feedback and use it to make our services better. Please fill out our feedback form.

Media enquiries

For media enquiries and interview requests please call 0437 548 540 or email. Visit media enquiries for more information.

Careers at TIO

For any career-related enquiries please contact us at careers@tio.com.au or visit our Work with Us page for more information about working at the TIO.