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6. Our other roles

Other roles under legislation, codes and standards


We have other roles that come from legislation, industry codes and industry standards.

For example:

  • we can give an evidentiary certificate stating that a TIO member has not met the Customer Service Guarantee Standard
  • the Telecommunications Code of Practice allows a person objecting to a telecommunications carrier's land entry activities to require the carrier to refer the objection to us
  • an industry code can give us the power to handle complaints under that code

Reporting non-compliance and regulatory issues


We can publish the name of a TIO member (or anyone who should be a member of the TIO scheme) where we consider that such party does not comply with the TIO scheme. We can also publish details of how they do not comply.

We have published a procedure about how we will use this power.


We can tell the telecommunications regulator or another regulator about conduct by a TIO member that may be relevant to the investigation or enforcement roles of that regulator, and give the regulator any relevant information and documents.

We have published a procedure about how we will use this power.

Recommending improvements to TIO members' procedures


We can give a TIO member a report where we consider that the TIO member's general telecommunications policy or commercial practices:

(a) have contributed to a complaint;


(b) have caused a number of similar complaints;


(c) have made the investigation or handling of a complaint more difficult;


(d) should be referred to the telecommunications regulator.


We can also recommend to a TIO member how the TIO member can improve their complaint handling procedures. The TIO member must reasonably consider these recommendations.

Publishing reports


We can publish reports about our activities and about issues that relate to the TIO scheme and the telecommunications industry.

Examples of information that we can publish in our reports are:

  • complaint statistics and trend analyses
  • information about our work on systemic issues
  • case studies based on complaints we have handled

Return to Terms of Reference table of contents

This version is published on 25 October 2017

Mobile Coverage

Mobile coverage

The Telecommunications Industry Ombudsman Systemic Investigations team was alerted to a potential issue regarding consumers mobile coverage, by customers of a specific provider.

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