Video: What the TIO can help with
When Esme’s landline phone stops working, she asks the TIO for help. What phone and internet problems can the TIO help with?
What we can (and can’t) help with
We can help to resolve most complaints, but not all. We can only help people with complaints that fall within our area of responsibility.
We deal with complaints from individual and small business consumers and from owners and occupiers of property. Our page Who we can help provides more information.
Examples of complaints
Landline, mobile, and internet services
We can help with: - contracts
- connecting or transferring services
- SIM unlocking fees
- faults, dropouts and poor coverage
- mass service disruptions
- billing mistakes
- billing and supply of mobile premium services
- debt collection
- National Broadband Network (NBN) services
- some issues with ‘bundled’ services
- missed technician appointments
- some issues involving financial hardship
- Telstra landline not being available to you
- equipment supplied by a telco (including repair, maintenance, and technical support)
- loss of a phone number or email account
- failure to comply with a relevant code or guideline
| But we can’t help with: - what services a telco does or doesn’t offer
- ADSL or NBN services not being available to you because there is no infrastructure (unless you are asking for a Telstra landline)
- the rates a telco charges
- the content of services including smartphone applications, premium services, all internet sites and TV
- anti-competitive business practices
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Payphones, phone cards, TV, domain names, public mobile radio, White and Yellow pages, operator services, and directory assistance
We can help with: - some payphone issues
- operator services
- phone cards
- internet Pay TV
- public mobile radio network
- White Pages listings
- directory assistance
| But we can’t help with: - the number of payphones or where they are
- technical problems with your TV
- website domain names
- Yellow Pages and other business directories
|
Land and property
We can help with: - carriers using your land
- property damage (including disputes over liability for costs associated with repairing, restoring, or replacing property)
- a bill or debt claimed by a telco against you in relation to your property
- carrier infrastructure on your land (or proposed to be put on your land) that is unsafe or installed (or proposed to be installed), without agreement or authority under laws that apply to carriers relating to land access activities
- a member’s actions in connection with a member seeking access to, or having accessed land, under laws that apply to carriers relating to carriers’ land access activities, or a member’s actions under the terms of a land access agreement with you
| But we can’t help with: - complaints from contractors, unless they occupy or own the property
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Spam and telemarketing
We can help with: - spam and telemarketing from your telco
- spam and telemarketing from a third party you receive on your telco services
| But we can’t help with: |
Compensation
If the telco’s actions caused you loss, we can help with:
- Some compensation claims for financial loss, including for loss of small business profits
- some compensation claims for non-financial loss
Privacy
We can help with: - what a telco does with your personal information, including if they disclose your information without your consent
- unauthorised transfer of services
- privacy complaints involving non-financial loss
| But we can’t help with: - a telco monitoring calls for training purposes, to record verbal contracts, as part of network maintenance, or to protect a network from improper use
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Members' complaint handling practices
We can help with:
- a complaint about a member’s complaint handling process
Complaints involving money
We can only make binding decisions about complaints involving amounts up to $100,000.
If your dispute is about larger amounts, contact us and we’ll tell you whether it’s something we’ll handle, or whether you may wish to speak to a lawyer.
Old and new complaints
Your complaint should be about a problem that occurred within the last two years, or that you became aware of in the last two years.
We may still be able to help with complaints that are up to six years old, depending on the reason for the delay.
Contact us if you’re unsure if we can help.
Ready to make a complaint?
If you’ve already attempted to resolve your complaint directly with the telco and you believe we can help, start your complaint online now.
Or call us on 1800 062 058
If you still aren’t sure if we can deal with your complaint, contact us. If we can’t help, we’ll refer to another organisation who can.
