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Conciliation factsheet now available

03 December 2015

Our October MNews announced that we had updated our conciliation notices to provide more detailed information about the complaint.

We have also developed a two-page factsheet on conciliation that contains:

  • general information about the conciliation process, including credit management obligations that may apply during the process
  • our role in facilitating a settlement of the complaint, and
  • what happens if you and your customer are unable to agree on a resolution.

The factsheet is designed to be a guide and resource for your complaint handling staff.

Read our factsheet on conciliation.

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