Emergency announcement:

Our phone service will be limited for the Victorian public holiday on Friday 25 September 2026.

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Telecommunications Industry Ombudsman
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Public record

Openness is a core part of how TIO operates. Here you'll find consumer stories, our performance, who we work with, and the independent oversight that keeps us accountable.

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Data Hive

An open and accessible visual comparative data dashboard about phone and internet complaints in Australia

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  • Our performance

    TIO tracks progress against clear goals. Explore data on how we handle complaints to how we engage with industry and government. See how we're performing and where we're focused on improving.

    Learn more about Our performance

  • Complaint Handling Procedures

    A detailed look at the rules and procedures behind our complaint handling process. Covering timeframes, decision-making, and member obligations, this is the definitive reference for how we work.

    Learn more about Complaint Handling Procedures

Independent Reviews

TIO is required by law to undergo an independent review every five years. The review is conducted by someone with no ties to TIO or the telco industry, and includes public consultation. It's one of the ways our scheme is held to external scrutiny; not just by the people who fund us, but by an independent process set out in legislation.

  • Independent Review 2022

    Reviewers found strong procedural fairness but called for better support for vulnerable consumers, more data transparency, and rebalancing member and consumer interests.


    Learn more about Independent Review 2022

  • Independent Review 2017

    Reviewers found TIO effective and well-regarded, recommending a stronger broader role, improved multi-provider complaint handling, expanded systemic investigations, and greater transparency.

    Learn more about Independent Review 2017

Consultations

The TIO runs consultations to inform potential changes to our powers, processes and services. By seeking feedback from the community, industry, the government and its agencies, we can better understand the needs and expectations of those we serve.

Annual reports

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  • Annual Reports

    Annual Report 2024-25

    15 Oct 2025

    We received a total of 57,592 complaints from consumers in the 2023-24 financial year. Residential consumers made 89 per cent of these complaints and 11 per cent were made by small businesses.

    Read more about Annual Report 2024-25
  • Annual Reports

    Annual Report 2023-24

    2 Oct 2024

    The Telecommunications Industry Ombudsman received a total of 56,718 complaints from consumers in the 2023-24 financial year, of which 88.3 per cent were made by residential consumers, and 11.7 per cent were made by small businesses.

    Read more about Annual Report 2023-24
  • Annual Reports

    Annual Report 2022-23

    11 Oct 2023

    Complaints from phone and internet consumers decreased 16.5 per cent in the last financial year ending 30 June 2023. In this period, consumers and small business made 66,388 complaints to the Telecommunications Industry Ombudsman, highlighted in the Annual Report 2022—23.

    Read more about Annual Report 2022-23
  • Annual Reports

    Annual Report 2021-22

    21 Sept 2022

    The TIO's 2021–22 Annual Report highlights a significant decline in phone and internet complaints, with the lowest complaint volume in more than three years. It explores emerging consumer issues, complaint trends and the TIO's ongoing role in supporting fair outcomes.

    Read more about Annual Report 2021-22
  • Annual Reports

    Annual Report 2020-21

    22 Sept 2021

    The TIO's 2020–21 Annual Report highlights a third consecutive year of declining phone and internet complaints, while identifying ongoing challenges for small businesses and consumers navigating increasingly complex telecommunications issues.

    Read more about Annual Report 2020-21
  • Annual Reports

    Annual Report 2019-20

    30 Sept 2020

    Complaints about phone and internet services decreased 4 per cent in the last financial year ending 30 June 2020. In this period, residential consumers and small businesses made 127,151 complaints to the Telecommunications Industry Ombudsman, highlighted in the Annual Report 2019-20 published today.

    Read more about Annual Report 2019-20
  • Annual Reports

    Annual Report 2018-19

    25 Sept 2019

    The TIO's 2018–19 Annual Report highlights a significant decline in phone and internet complaints, while identifying growing complexity in unresolved technical and small business issues. It explores complaint trends, consumer outcomes and industry developments.

    Read more about Annual Report 2018-19

Member directory

Every phone and internet provider operating in Australia is legally required to be a member of TIO. There are currently 1,600 members registered with the scheme.

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Consumer stories

Our consumer stories bring together real case studies across common issues, showing how complaints arise, what goes wrong, and how they can be resolved.

Read our Consumer stories.

How we've helped others