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Telecommunications Industry Ombudsman
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Shaping the industry

We identify trends and insights in the telco sector. We share this information to influence how providers operate, improve practices, products and services, and promote good outcomes for consumers.

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Position statements

We communicate our position on key issues. These guide providers on our expectations and help improve industry practice.

  • Universal services

    Access to high-quality communication services is essential. We identify issues and advocate for fair, consistent access to basic services for everyone.

    Learn more about Universal services

  • Cancellation practices

    Consumers should be able to cancel services easily and fairly. We set expectations for clear, simple and timely cancellation processes.

    Learn more about Cancellation practices

Systemic issues

TIO's work goes beyond individual complaints. When we spot a problem affecting multiple customers, we can investigate at an industry level. This page explains what counts as a systemic issue, how we investigate, and real case studies showing what that looks like in practice.

Our approach to systemic issues

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  • Systemic Reports

    Keeping connected – Experiences of telco consumers in financial hardship

    7 Aug 2025

    The Telecommunications Industry Ombudsman (TIO) released the report Keeping connected – Experiences of telco consumers in financial hardship. Drawing on more than 900 complaints, the report found telcos do not always provide consistent support to consumers experiencing financial hardship.

    Read more about Keeping connected – Experiences of telco consumers in financial hardship
  • Systemic Reports

    A time for change – Three years of systemic investigations in review

    22 June 2023

    The Telecommunications Industry Ombudsman (TIO) released a review of three years of systemic investigations, identifying recurring issues affecting consumers and recommending stronger consumer protections, improved regulation and a registration scheme for telco providers.

    Read more about A time for change – Three years of systemic investigations in review
  • Systemic Reports

    Thematic review of our financial hardship complaints 2021-2023

    27 Apr 2023

    The Telecommunications Industry Ombudsman (TIO) released a thematic review of financial hardship complaints received between 2021 and 2023. The review highlights complaint trends, the impact of rising living costs and the challenges consumers face when paying for essential telco services.

    Read more about Thematic review of our financial hardship complaints 2021-2023
  • Systemic Reports

    Investigating complaints about essential mobile services

    20 July 2022

    Mobile services have become the dominant complaint type received by the TIO. The findings highlight the key issues driving consumer complaints, including service reliability, sales practices, customer support and payment arrangements.

    Read more about Investigating complaints about essential mobile services
  • Systemic Reports

    Defending phone and internet accounts from fraudsters

    24 Nov 2021

    Phone and internet account fraud can leave consumers facing financial loss, stolen personal information and service disruptions. This report highlights key risks, emerging fraud tactics and opportunities to strengthen account security.

    Read more about Defending phone and internet accounts from fraudsters

Digital platforms

Millions of Australians use digital platforms daily, but there's no independent body to resolve complaints when things go wrong. TIO is calling on the Australian Government to change that. We've documented the gap, made the case, and we're not letting it go. Until things change, this page points you to the support that's currently available.

Support and resourcesJoin the call

Policy submissions

The TIO regularly makes submissions to government inquiries, policy consultations and regulatory reform processes. This page explains how we contribute to shaping the telco industry, and links to our published submissions and policy position statements.

Our approach to policy submissions

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Voices that inform our work

Good outcomes start with listening. Along with our stakeholders including regulators and government, we work with consumer advocates, community organisation, and industry to ensure our work reflects real experiences.

  • Telco Accessibility Taskforce

    Chaired by the Ombudsman, the Task Force brings together consumer groups, industry, and communities facing the greatest barriers. The task force is working to remove obstacles to accessible, effective dispute resolution.

    Learn more about Telco Accessibility Taskforce

  • Consumer Panel

    Established in 2023, TIO's Consumer Panel gives us direct access to diverse consumer perspectives. Eleven member organisations help ensure the real experiences behind complaints shape how we work.

    Learn more about Consumer Panel

Good Industry Practice Guides

We provide guidance to help service providers improve their practices. These guides support better outcomes, clearer communication and more consistent service delivery.

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