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Almost 90% of complaints are resolved within 10 business days

We contact your provider on your behalf. Most complaints are resolved here.
If the complaint is not resolved within 10 business days then we suggest a new approach.
For complaints still not resolved, we investigate further and make a binding assessment.
Complaints made by small businesses from July-December 2018
Complaints by service type for July-December 2018, Internet 9002, Landline 3832, Mobile 10309, Multiple 7485, Property 243
Complaints by service type for July-December 2018
“It was a pleasure to talk to you, your kind words and good advice put my mind at ease.”
Residential Consumer, June 2019

Latest reports and updates

The Ombudsman and how the scheme works

Our powers

We are able to handle complaints about telephone and internet services. We have the authority to decide the resolution of a complaint (the telecommunications company is legally obliged to implement) up to $50,000, and make recommendations up to $100,000. 

Our structure

The Telecommunications Industry Ombudsman Ltd was established in 1993 under legislation and is independent of industry, the government and consumer organisations. We are governed by a Board of Directors, and managed by an independent Ombudsman in accordance with the Company Constitution and Terms of Reference. 

The Ombudsman

Judi Jones the Telecommunications Industry Ombudsman
Judi Jones has been the Ombudsman since 2016.