Tips: before coming to the TIO
Before coming to the Telecommunications Industry Ombudsman you should consider the complaint checklist and be clear on what you are complaining about, and the reasons for your complaint.
If you are in doubt about whether the TIO can deal with your complaint, contact us.
Answering Yes to each of these questions means we may be able to take your complaint.
- Are you a residential consumer or small business?
- Is your complaint about your landline telephone, mobile or internet service, damage to your property or telecommunications equipment?
- Have you already tried to contact your service provider to solve your complaint with them?
- Are you the account holder or have you been authorised to deal with this matter?
- Is your complaint less than two years old? You may also be able to complain if your complaint is between two and six years old, and you have a good reason for not making it before.
Communicating your complaint
- Think about what solutions will fix the issue. There might be more than one way.
- Try to stay calm and treat your service provider with respect. If you are upset, call back another time.
- Take notes of the conversations you have, recording the date and time, who you spoke with and what they told you.
- Be open to compromise as your complaint may be sorted out more quickly.
- Sometimes you will need to be prepared to wait while your complaint is being examined; you can ask for a timeline to solve your complaint, and for updates.
- Continue to pay all charges that you would normally pay if you didn’t have a complaint. In most cases, these will be the charges you would expect to pay, for example your regular monthly minimum charge, line rental or calls that you agree you made. Tell the service provider which charges you will pay and which you disagree with.
- If you pay by direct debit and you have a complaint about charges, your service provider may be able to offer you another method of payment until your dispute is resolved.
- If you are not happy with the outcome of your complaint, ask to speak to a manager, or contact the TIO.