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Funding

The TIO is an industry-funded Ombudsman service. Its income is generated solely from telecommunications companies who are charged fees for our complaint resolution services in accordance with the TIO Terms of Reference.

The Ombudsman is responsible for developing a budget based on an approved annual business plan, which is approved by the TIO Board before the start of each financial year. The Ombudsman is responsible for the implementation of the approved business plan and budget.

Service providers are only charged if we receive a complaint from one of their customers. Therefore, the funding system acts as an incentive for service providers to keep complaints made to us to a minimum.

Landline connection

Case Study - Steve

A man asked a service provider to connect a line to his new house. The service provider told him he needed to have a trench dug first, and transferred him to a contractor to organise the work

Next step?

  • make an online complaint
  • 1800 062 058
  • WritePO Box 276
    Collins Street West Vic 8007
  • TTY1800 675 692
    National Relay ServiceCall on 1800 555 677 then ask for 1800 062 058
  • Fax our consumer complaint form to 1800 630 614