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Home About us Complaint handling procedures

Complaint handling procedures

The TIO Complaint Handling Procedures outline the methods generally used by the TIO when receiving, classifying, handling, investigating and resolving complaints.

They should be read in conjunction with the TIO Constitution

Objectives and Principles

Classification and Escalation

Evidence and Decision Making

Standard Resolution Methods and Outcomes

Credit Management

Consumer's Right to a Review

Reclassification Requests

Record Keeping and Protection of Information

Systemic Problem Investigation

Objections to Land Access Activity

Faulty internet

Case Study - Complainant 1

A woman contacted us about speed and drop-out issues with her wireless internet connection.

Next step?

make an online complaint
1800 062 058
WritePO Box 276
Collins Street West Vic 8007
VisitLevel 3, 595 Collins Street
Melbourne
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