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Member Engagement Survey

27 March 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. This will continue to be a priority in our engagement. You also highlighted that regular events, meeting TIO staff, and more information and guidance would be useful.

Following your feedback, we’ll be developing guides and support documents on key issues such as complaint handling and reclassification, as well as more opportunities for members to meet with us. This will begin by rolling out the Small Members Forum to each state and Territory in 2017. We will also introduce a Members’ Portal on the TIO website, a secure members-only area where members can review and update their own information and details.

If you have any further questions regarding our communications or survey, please contact Member Services on 03 8680 8424.

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