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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

    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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  • Submissions

    Submission - ACMA's consultation on proposed domestic, family and sexual violence rules

    11 Apr 2025

    The Telecommunications Industry Ombudsman (TIO) released a submission to the ACMA's consultation on proposed domestic, family and sexual violence rules. The submission focuses on strengthening protections and support for telco consumers experiencing domestic, family and sexual violence.

    Read more about Submission - ACMA's consultation on proposed domestic, family and sexual violence rules
  • Submissions

    Submission - Communications Alliance's 2025 TCP Code Review Stage 3

    28 Feb 2025

    The Telecommunications Industry Ombudsman (TIO) made a submission to Stage 3 of the Review of the Telecommunications Consumer Protections (TCP) Code. As part of the review, Communications Alliance has sought feedback from stakeholders on a draft version of the Code.

    Read more about Submission - Communications Alliance's 2025 TCP Code Review Stage 3
  • Submissions

    Submission to Treasury's Scams Prevention Framework - exposure draft legislation

    8 Oct 2024

    The Telecommunications Industry Ombudsman (TIO) released a submission on Treasury's Scams Prevention Framework exposure draft legislation. The submission highlights concerns about dispute resolution, reimbursement pathways and ensuring consumers can easily access support when affected by scams.

    Read more about Submission to Treasury's Scams Prevention Framework - exposure draft legislation
  • Submissions

    Submission - Communications Alliance’s 2024 TCP Code review

    16 June 2023

    The Telecommunications Industry Ombudsman (TIO) released a submission to Communications Alliance's 2024 review of the Telecommunications Consumer Protections Code. The submission highlights opportunities to strengthen consumer protections and improve outcomes for telecommunications consumers.

    Read more about Submission - Communications Alliance’s 2024 TCP Code review
  • Submissions

    Submission - Digital Platform Services Inquiry

    29 Mar 2023

    The Telecommunications Industry Ombudsman (TIO) released a submission to the Digital Platform Services Inquiry. The submission outlines the TIO's proposal to take on the role of Digital Platforms Ombudsman and strengthen complaint resolution for digital platform users.

    Read more about Submission - Digital Platform Services Inquiry
  • Submissions

    Our submission to the 2021 Regional Telecommunications Review

    20 Oct 2021

    The Telecommunications Industry Ombudsman (TIO) released a submission to the 2021 Regional Telecommunications Review. The submission highlights complaint trends and consumer concerns in regional, rural and remote Australia, including service reliability, coverage and connectivity.

    Read more about Our submission to the 2021 Regional Telecommunications Review

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.

Learn more