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The TIO provides a service for both consumers and service providers. We are committed to fostering and maintaining positive working relationships with all telecommunication service providers – the members of our scheme.

We are here to resolve complaints from consumers as quickly as possible; to work with you; help you improve your service; and reduce the complaints you receive.

We do this by:

  • providing every opportunity for you to resolve your complaints with your customers
  • making available regular detailed reports about the types of complaints you are receiving so that you can identify areas of improvement
  • providing information about best practice complaint handling procedures and your legal obligations
  • undertaking systemic investigations to identify issues that may affect many consumers
  • regular updates informing you of changes in our processes and the law.

Member News

  • Changes to conciliation notices
  • End-of-year closure 2015
  • TIO position statements
  • Important privacy information from OAIC
  • Data retention obligations commence on 13 October 2015
  • Customer service

    Case Study - Customer Service

    A man contacted us because he had made a payment twice by mistake. Each time he called the service provider he had to explain his situation again as if it was the first time.

    Next step?

    • 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