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Member News

We update our members regularly about changes to our process, billing and government regulations with our Member News e-newsletter and website blog posts.

To subscribe to MNews and receive the newsletter monthly, please email members@tio.com.au

End-of year closure and response timeframes

22 Nov 2017

The Telecommunications Industry Ombudsman will be closed from Friday 22 December 2017 and will re-open at 9am on Tuesday, 2 January 2018. The due dates for responses sent to providers will reflect the closure. Consumers who contact the Telecommunications Industry Ombudsman during our closure will be directed to their providers.

Member Engagement Survey

27 Mar 2017

Thanks to all the members who completed our Member Engagement Survey.

We had a very positive response from over 460 members on our communications and engagement with you. You told us that email, the website and M News are the ways you primarily want to hear from us, and we will continue to lead with these channels. You also said you like the way our information is clear, concise and delivered in a timely manner.

Key April opening and closure dates

27 Mar 2017

Saturday opening and Easter Break closure - The TIO will be processing new online complaints and general consumer correspondence between the hours of 9.00am and 5.00pm on Saturday 1 April and Saturday 8 April.

Joint Standing Committee on the National Broadband Network

27 Mar 2017

Ombudsman Judi Jones gave evidence to the Joint Standing Committee on the National Broadband Network on Friday. The TIO was a number of organisations invited to the Committee that also included the Australian Competition and Consumer Commission (ACC) and nbn co.

Change to handling of complaints arising between two and six years earlier

27 May 2016

From 14 June 2016, we are integrating into our standard processes the small number of complaints the TIO receives about matters arising between two and six years earlier.

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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                
  • Write PO Box 276
    Collins Street West Vic 8007                            
  • National Relay Service Call on 1800 555 677 then ask for 1800 062 058            
  • Fax our consumer complaint form to 1800 630 614