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.
We’ve made these guides to help you with common complaints
They include information about the law and how the complaint could be handled.
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Complaints made by small businesses from July-December 2018
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.
