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Position Statements and Guidance Notes

Position Statements

Position statements set out our general approach to particular types of telecommunications complaints.

We often refer to the position statements when dealing with complaints to give consumers and service providers an indication of the types of information we will regard as being relevant to complaints, and our general approach to resolution.

Guidance Notes

Guidance notes take a closer look at certain problems we see in new complaints.

Guidance notes include advice for consumers about how to prevent or minimise problems, and our expectations of service providers when these problems arise.

Billing and Payments

Compensation

Connection and disconnection of services 

Connection and disconnection of services

Contracts

Credit management

Customer service and complaint handling

Customer service and complaint handling

Faulty services or equipment

Faulty services or equipment

Infrastructure

Priority assistance services 

Priority assistance services

Privacy

Transfer of services

Transfer of services

SIM Swaps

SIM Swaps - guidance note

Use of numbers and numbers in quarantine

Use of numbers and numbers in quarantine

Supporting phone and internet providers

Supporting phone and internet providers

Peter changed his business model to offer phone and voice data services, and needed to join the Telecommunications Industry Ombudsman as a member.

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