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TIO position statements

01 December 2014

We are pleased to release the following four new position statements after consulting with industry and consumer representatives. The new position statements will be effective from 13 January 2015. They are the sixth set to be released as part of the TIO's wider position statements review.

 The new position statements are:

  • Financial hardship
  • Damage to infrastructure or property 
  • Priority assistance services
  • Use of numbers and numbers in quarantine

The position statements cover the following topics. Click on the titles of the position statements to read them in full.

Title of position statement Scope of position statement Replaces existing position statement
Financial hardship

This position statement outlines the law, good industry practice and our view on:

  • reporting default information while a hardship request is in process
  • information about processes to help consumers who are having trouble paying their bills
  • financial hardship policies
  • enabling consumers to stay connected to essential telephone services while meeting their financial obligations, and
  • late payment fees and other credit management during a financial hardship arrangement.
  • Hardship and payment difficulties
Damage to infrastructure or property

This position statement outlines the law, good industry practice and our view on:

  • duty of care to avoid causing foreseeable harm
  • carrier obligations for installing and maintaining infrastructure
  • using Dial Before You Dig, and
  • restoring land and repairing damage to property.
  • Recovery of costs of repairs to cable damaged by owners/occupiers
Priority assistance services

This position statement outlines the law, good industry practice and our view on:

  • obligations for the universal service provider to offer a priority assistance service
  • obligations for other providers regarding information about priority assistance, and rules for when they choose to offer a priority assistance, and 
  • priority assistance and NBN.
  • Application for priority assistance rejected
  • Introductory note about priority services
  • Failure to notify customers of priority assistance program
  • Response timeframes not met
Use of numbers and numbers in quarantine 

This position statement outlines the law, good industry practice and our view on:

  • rights of use of numbers
  • out of area numbers
  • when a number can be put into quarantine
  • retrieving a number from quarantine

This position statement is new.

 

The following position statements are also scheduled to be removed on 13 January 2015:

  • Customer's personal information passed on to another provider. The issues raised in this statement are covered by the position statements Personal information (Australian Privacy Principles), Silent lines, and Charges
  • Interception and call monitoring. We have no view on this topic over and above relevant law. 
  • Omission from White Pages. The issues raised in this statement are covered by the principles set out in the position statement Contracts.
  • Dispute over enhanced listing charges. The issues raised in this statement are covered by the position statements Pre-sale information or conduct, Contracts, and Charges.

TIO position statements provide broad guidance on the law, good industry practice, and what the TIO may consider to be fair and reasonable in general circumstances. TIO position statements are not a full statement of the law or good industry practice. The TIO considers each matter brought to it on its own particular merits. 

Billing dispute and suspended service

Case Study Small Business

A small business had their internet services deactivated due to a misunderstanding on billing.

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