Emergency announcement:

Our phone service will be limited for the Victorian public holiday on Friday 25 September 2026.

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Telecommunications Industry Ombudsman
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Commitment to fairness

The TIO helps people and small businesses resolve complaints about phone and internet services. Our Fairness Commitment explains how we make sure our work is fair, clear, and consistent. This commitment also supports better trust and confidence in the telco sector.

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Why it matters

Phone and internet services are essential. People rely on them every day. Expectations also change as technology changes and telcos offer new products and services.

When a relationship between a customer and their provider breaks down, we can help. We act as a bridge between consumers and providers to help find a fair way forward.

Our Fairness Commitment gives more clarity and transparency about how we deliver fairness for consumers and members. It also supports our focus on improving our service.

What it is

Our Fairness Commitment explains how we define, measure, and deliver fairness, and how we decide what is fair and reasonable. The five parts are:

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