Why does the TIO exist?
The TIO was established in 1993 under a Federal Act of Parliament [Telecommunications Act 1991 (Cth)]. The Act mandated there must be an organisation that handles complaints about telephone, mobile and internet services, and it should be independent of telecommunications industry, the government and customer organisations.
How can I receive fewer complaints?
There is no guarantee that you will never have a customer make a complaint to the TIO. The Telecommunications Consumer Protections Code requires companies to have a complaint handling procedure. This should be available on your website so customers know you have a system for handling complaints. You may be able to reduce the number of TIO complaints and complaint escalations by following the code and our Resolving complaints tips.
Why don't you contact me before filing a complaint?
We will only register a complaint about issues that a company has already had the opportunity to consider. For this reason, the company ought to already be aware of the complaint.
Why does the TIO have four complaint levels?
By separating TIO complaints into four levels, we ensure that companies are fairly charged for the time and resources spent in resolving each complaint, since each progressive level requires more of our time and resources.
Complaint handling procedures will give an overview of what you need to do at each level.