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Objectives and Principles

In exercising our functions and powers and in developing the TIO Complaint Handling Procedures, we have regard to the Benchmarks for dispute resolution schemes –  Accessibility, Independence, Fairness, Accountability, Efficiency and Effectiveness, as well as:

  • relevant laws
  • good practice, and
  • what is fair and reasonable.

The TIO Complaint Handling Procedures set out the main procedures we use when handling matters that are brought to us by consumers. These Procedures are indicative of the general way in which we receive and handle matters. 

We may depart from these Procedures from time to time in the circumstances of an individual matter, to ensure that we handle the matter in a fair, independent, economical, informal and fast way. On a case by case basis we seek to ensure that:

  • procedures are fair and accessible to all parties to a dispute, and
  • the parties are able to fully present their perspectives and to produce documentation or evidence if this is relevant to the fair and reasonable resolution of the dispute.

We are flexible in our approach to matters, are not bound by our previous decisions, and will consider each matter brought to us on its own particular merits.

The TIO Complaint Handling Procedures are to be read in conjunction with the TIO Terms of Reference. These Procedures are presented as stand-alone documents for ease of reference, but are intended to be read as a whole.

These Procedures contain the following sections:

The TIO Complaint Handling Procedures will be updated from time to time.

Effective Date: 5 July 2010

Updated on: 30 November 2014

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                
  • Write PO Box 276
    Collins Street West Vic 8007                            
  • National Relay Service Call on 1800 555 677 then ask for 1800 062 058            
  • Fax our consumer complaint form to 1800 630 614