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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.
If you have a new or existing complaint, contact us through our online form or call us on 1800 062 058.
More on the process

Bob’s internet is down, and he can’t fix it with his telco. Where can he go for help? And what is an Ombudsman?

Guides

We’ve made these guides to help you with common complaints

They include information about the law and how the complaint could be handled.

Most viewed

Explore our complaint guides

2020-2021 Annual Report

127,151 total complaints down 4%

 

Complaints fast facts: 119,400 total complaints received (minus 6.1 percent on 2019-20). 16,607 escalated complaints (minus 0.4 percent on 2019-20). 99,711 residential complaints. 19,689 small business complaints. Most complained about service type was Internet, with 39, 857 complaints. 47.1% of all complaints had a connection, change of provider or service quality issue. 24.1% of 1,511 providers had a complaint in 2020-21.

 

99,711 complaints from residential consumers (83.5%). 19,689 complaints from small businesses (16.5%). 318,797 total contacts we received.

 

Latest reports and news

Blog
23rd May 2022

How is the TIO tracking to becoming a recognised Reflect RAP organisation?

The TIO began it’s official reconciliation Journey in 2020, and since has been progressing actions and items on the organisation’s Reconciliation Action Plan (RAP), with the goal of becoming officially accredited as a Reflect RAP organisation this year.
Media Release

Cynthia Gebert appointed as new Telecommunications Industry Ombudsman

Report
25th May 2022

Quarter 3 Complaints Report (FY2022)

Residential consumers and small businesses made 22,203 complaints between January and March 2022, an increase of 21 per cent compared to the previous quarter. The sharp increase is counter to a two-year trend of declining complaint numbers. While the current quarter complaint levels are lower than the same time last year, the increase is significant. Complaints increased across all service types. The most complained about service type was mobile with just over 8,500 complaints, but the steepest increase was recorded in internet services with a 31 per cent increase compared to the previous quarter.

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

Cynthia Gebert the Telecommunications Industry Ombudsman
Cynthia Gebert has been the Ombudsman since 2022.