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Position statements

We publish position statements about our approach to particular types of telecommunications complaints.

The position statements outline our approach to handling particular types of complaints. They were created to ensure consistency in how we handle complaints about any given issue.

The position statements are based on our experience handling the specific type of complaint, and take into account various laws and the Telecommunications Consumer Protections Code.

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.

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

Use of numbers and numbers in quarantine

Use of numbers and numbers in quarantine


 

  

 

 

 

Excess data usage

Brenda - Case Study

The owner of a small pharmacy contacted us after getting billed more than $8,000 for going over her internet usage limit.

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