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Plain language Terms of Reference effective today

01 December 2014

The TIO’s plain language Terms of Reference, which explain the TIO’s objectives and rules more clearly using an accessible, plain English format, take effect today and are available on our website.  

We have also made some consequential amendments to our complaints handling procedures to make sure they are consistent with the Terms of Reference.  

As we recently advised, the new plain language Terms of Reference:

  • address a number of outstanding recommendations out of the Department of Communication's (formerly the Department of Broadband, Communication and the Digital Economy) review of the TIO Scheme
  • streamline the provisions about systemic issues and confirm an “own motion” power to handle a systemic issue with or without a complaint
  • make it easier for stakeholders to read and understand the document, and
  • are published on our website to improve accessibility. 

For more information, see our story in MNews on 21 October 2014 or or contact the TIO's Industry Engagement team


Landline connection

Case Study - Steve

A man asked a service provider to connect a line to his new house. The service provider told him he needed to have a trench dug first, and transferred him to a contractor to organise the work

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