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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.

To subscribe to MNews and receive the newsletter monthly, please email members@tio.com.au

Changes to Level 1 notifications and No Contact process from 10 August 2012

08 Aug 2012

Based on feedback received from providers, the TIO has reviewed and implemented changes to its Level 1 notification letters and its “no contact” process. We believe the changes outlined below will make it easier for you to contact consumers, allowing for speedy resolution of complaints.  

New TCP Code

27 Jul 2012

On 11 July 2012, the Australian Communications and Media Authority (ACMA) agreed to register a new Telecommunications Consumer Protection (TCP) Code, prepared by the Communications Alliance after extensive industry, consumer and community consultation. The new TCP Code will put in place greater protection for consumers on issues like financial over commitment and poor complaint handling.

Changes to TIO Council

27 Jul 2012

Sue Sdregas has concluded her term as the SingTel Optus Nominee to the TIO Council. Sue has been replaced by Gary Smith, who is currently General Manager of Regulatory Compliance at Optus.

Customer Service Guarantee and Mass Service Disruptions – reminder

27 Jul 2012

We recently published some important points service providers need to keep in mind about extreme weather events and the Telecommunications (Customer Service Guarantee) Standard 2011 (the CSG Standard). Please take time to read this carefully, and remember that providers cannot rely on an MSD declared by their wholesaler; they must declare an independent MSD.

Amendments to the TIO’s Constitution

28 Jun 2012

In December 2011, the TIO Council approved a number of amendments to the TIO Constitution and recommended to the Board that these be adopted. The TIO Board has subsequently approved the amendments, which have also been the subject of consultation with the Federal Ministers for Telecommunications and Consumer Affairs.  The amendments, which are set out below, come into effect on 1 July 2012.

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Faulty landlines

Case Study - Richard

The owner of a telemarketing business contacted us to make a compensation claim for lost profit.

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