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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

Additional consumer contacts

31 Oct 2011

The TIO will help service providers contact their consumers in more ways by providing additional contact details.

Draft Telecommunications Industry Code open for comments

31 Oct 2011

Communications Alliance Ltd has invited public comment on the draft revised Telecommunications Consumer Protections industry Code

Ombudsman's message

13 Sep 2011

This year we've seen a number of improvements at the TIO, responding to feedback from members about the way we provide our service. These are some of the things we've done in 2011.

Complaint progress updates

13 Sep 2011

In September, we will begin emailing our members after we assess a Level 2, 3 or 4 response. The purpose is to advise you that we have contacted the consumer and what the next step in the complaint handling process will be.

Conciliation process update

13 Sep 2011

In the March edition of MNews, the TIO informed its membership that it was aiming to further focus on conciliation of complaints that were not resolved by referral. The TIO began rolling out the revised complaint handling process with a strong focus on conciliating complaints on 4 April 2011.

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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