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TIO Triage Team

04 March 2013

The TIO is trialling a new team to assess unresolved cases where the Consumer has returned to the TIO after being referred to a service provider.

Where a complaint cannot be immediately referred to an investigation officer, it will be queued for assessment by the Triage team. This includes cases where the consumer has recontacted the TIO by email or through our on-line form. Triage team officers contact consumers prior to a Conciliation, for reasons including to further assess:

  • whether the case has been substantially resolved, or
  • whether some additional information from the consumer or further clarification of the issues remaining in dispute may assist the speedier resolution of the case.

Improving the quality of information received by the TIO at an early stage in these cases is expected to increase the efficiency and effectiveness of Conciliations.

The Triage team will also look for opportunities to ‘batch’ cases where there may be several cases awaiting conciliation with the same issues recorded against the same provider. Participating in ‘batching’ will be an opt-in that service providers can request. For more information about batching please feel free to contact Brent Carey, Dispute Resolution Manager – Process via

For more information, email

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