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Member News

We update our members regularly about changes to our process, billing and government regulations with our Member News e-newsletter and website blog posts.

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TIO approach to complaints where a provider claims CSG exemption

30 Jan 2014

With the summer season upon us, the TIO is reminding providers about their obligations under the Customer Service Guarantee (CSG) Standard.

Lodgement of TCP Code compliance documents with Communications Compliance

30 Jan 2014

CommCom will write to all TIO members in late February 2014 to remind them that, where applicable, annual compliance documents must be lodged with it by 1 April 2014.

Reminder that TIO offices to close over Christmas break

19 Dec 2013

The TIO will be closed for the holiday period. We will be closed from Wednesday, 25 December and will re-open on Thursday, 2 January, 2014.

TIO members invited to provide input into deregulation initiatives in the communications sector

10 Dec 2013

The Hon Malcolm Turnbull MP, Minister for Communications, has written to the Telecommunications Industry Ombudsman, to seek input on areas of regulatory reform to reduce regulatory burden on business and the community. The Minister has asked that his request be forwarded to all TIO members.

New first contact referral process as of 1 October 2013

25 Sep 2013

As advised earlier this month, the TIO will implement a new First Contact Referral Process from 1 October 2013. This new process replaces the current Attempted First Contact Process and First Resort Process.

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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