Our role is to help consumers and service providers resolve complaints.
When we help resolve complaints we take into account:
- the law
- good industry practice (including industry codes)
- TIO position statements
- potential vulnerability of the consumer, and
- what is fair and reasonable in all the circumstances.
We use a number of methods to help you reach an agreement with your service provider.
We refer your complaint to the service provider to give you another chance to fix it together.
We will talk with you and the service provider to help you reach an agreement.
If you cannot reach an agreement, we may investigate the complaint and ask for evidence to support your claims.
If we are not satisfied the matter has been resolved, the Ombudsman will decide on the appropriate resolution of the complaint. Determinations by the Ombudsman are binding on service providers.
It’s important to remember that we can’t promise you any particular result.
We cannot seek damages, punish anyone, issue fines or force apologies.
- make an online complaint
- 1800 062 058
WritePO Box 276
Collins Street West Vic 8007
VisitLevel 3, 595 Collins Street
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