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About us

The Telecommunications Industry Ombudsman provides an independent dispute resolution service for small business and residential customers who have a complaint about their telephone or internet service in Australia. Our service is free to customers.


We are able to handle complaints about telephone and internet services, including by collecting any documents or information relevant to the complaint. 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.


The Telecommunications Industry Ombudsman Ltd was established in 1993 under legislation and is independent of industry, the government and consumer organisations.

The TIO is governed by a Board of Directors, and is managed by an independent Ombudsman and a Deputy Ombudsman in accordance with the Company Constitution and Terms of Reference.

The Board is chaired by an independent Director and contains a balanced mix of Directors with industry and consumer experience, an Independent Director with not-for-profit governance experience and Independent Director with commercial governance experience. The Board has adopted a charter that sets out its roles and responsibilities.

Memorandum of Understanding with ACMA

The Australian Communications and Media Authority (ACMA) and the Telecommunications Industry Ombudsman (TIO) have a Memorandum of Understanding about referrals and the exchange of information between the two organisations.

Read a copy of the Memorandum of Understanding (PDF, 2.5MB)

Disability Action Plan

Our Disability Action Plan 2013-2016 demonstrates our commitment to providing an accessible complaints resolution service to all Australians. It sets out the steps that we will take between 2013 and 2016 to eliminate as far as possible discrimination in the way that we provide our complaint resolution service. 

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Latest Media Releases

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?