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Good Industry Practice Guides

Our Good Industry Practice Guides share practical advice for phone and internet providers. They explain what good service looks like and how providers can improve the way they support customers. We base these guides on complaints data, experience from our work, and what we see happening across the industry.

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Explore practice guide by issue

  • Billing

    We expect providers to approach billing disputes and payment options fairly and transparently. Good industry practice also requires telcos to approach disputed charges, undisputed charges and unexpected high bills in ways that prioritise consumers staying connected.

  • Compensation

    We expect providers to approach claims for compensation in a fair way. Good industry practice also requires providers to make it easy for consumers to make a compensation claim and receive a timely response.

  • Credit Management

    We expect providers to take steps to understand and respond to a consumer’s financial situation when debt issues arise. Good industry practice also requires providers to consider the surrounding circumstances.

  • Customer Service

    We expect providers to support people before, during and after they become a customer. Good industry practice requires providers to make sure their complaint processes support different languages, cultural and accessibility needs.

  • Faults

    We expect providers to respond to faults quickly and effectively. Faults with phone or internet services, or equipment, can stop people using an essential service in the way they need to. People rely on their provider as a technical expert to fix these issues.

  • Privacy

    The TIO expects providers to thoroughly investigate privacy issues and be transparent with people about the results. Good industry practice encourages providers to listen to people’s privacy concerns, and take action to address the cause, and reassures the affected person.

  • Sales

    We expect providers to sell responsibly to all people and follow up with after-sales service. Good industry practice encourages providers to make clear and complete information easily accessible.

  • Scam, spam and fraud

    The TIO expects providers to respond to complaints about scams, spam and fraud fairly. Good industry practice encourages providers to have processes that help protect people’s accounts. Providers should also give people advice on how to protect themselves and stop unwanted communications.

Explore practice guide by impact

  • Domestic and family violence

    We expect providers to treat victim survivors of domestic and family violence with care and sensitivity. Good industry practice requires providers to be proactive, accessible and to respond with meaningful support.

  • Financial Hardship

    We expect providers to be fair and flexible when responding to people experiencing financial hardship. Good industry practice encourages providers to be proactive by identifying who needs help and when.