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1. The Telecommunications Industry Ombudsman Scheme


Welcome to the Telecommunications Industry Ombudsman (TIO) scheme. These Terms of Reference explain what the TIO scheme does.

Part 6 of the Telecommunications (Consumer Protection and Service Standards) Act 1999 requires carriers and eligible carriage service providers to enter into the TIO scheme to provide a dispute resolution service for complaints about telecommunications services.


The Ombudsman and Ombudsman’s staff handle complaints about telecommunications services.

The Ombudsman and Ombudsman’s staff are independent of government, industry and consumer groups.


These Terms of Reference explain the types of complaints the Ombudsman and staff can handle, and how we handle them. 


These Terms of Reference also explain our other functions. 


When handling complaints we will consider:

(a) relevant laws;


(b) good practice;


(c) what is fair and reasonable.

We will also consider these matters when we exercise our other functions and when we develop procedures for handling complaints.


We will also:

(a) consider any benchmarks the Commonwealth Government publishes about dispute resolution schemes;


(b) comply with any standards the Commonwealth Government makes for our scheme.


We aim to handle complaints in a fair, independent, economical, informal and fast way.


Go to 2. Complaints we handle

Return to Terms of Reference table of contents

This version is published on 1 December 2014

Customer service

Case Study - Customer Service

A man contacted us because he had made a payment twice by mistake. Each time he called the service provider he had to explain his situation again as if it was the first time.

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