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Terms of Reference and Company Constitution

Terms of Reference 

The Telecommunications Industry Ombudsman Terms of Reference explain the types of complaints we can handle, and how we handle them. They confirm we can handle a systemic issue with or without a complaint. They also explain our other functions and powers. The Terms of Reference describe the responsibilities of the Board, and specify which of the Ombudsman’s powers can be delegated to Telecommunications Industry Ombudsman staff.

  1. The Telecommunications Industry Ombudsman Scheme
  2. Complaints we handle
  3. How we handle complaints
  4. Other rules about complaints
  5. Systemic issues
  6. Our other roles
  7. Managing the Telecommunications Industry Ombudsman Scheme

Download a printable version of this document (PDF)

Company Constitution 

The Company Constitution establishes TIO Limited as a public company overseen by a Board of Directors and funded by its Members. It also enables the creation and amendment of the Terms of Reference and binds the TIO and its Members to the Terms of Reference.

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.

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