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Complaint progress updates

13 September 2011

In September, we will begin emailing our members after we assess a Level 2, 3 or 4 response. The purpose is to advise you that we have contacted the consumer and what the next step in the complaint handling process will be.

We are adopting this practice in response to feedback that members are keen to receive more information about progress of complaints after they have submitted their responses to the TIO.

Members are not required to reply to the complaint update emails or take any action.

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                
  • 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