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Funding

The Telecommunications Industry Ombudsman 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 Telecommunications Industry Ombudsman Terms of Reference.

The Ombudsman is responsible for developing a budget based on an approved annual business plan, which is approved by the 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.

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?