Making a complaint for someone else
Who you can represent
You can act on someone else’s behalf when moving through our complaints process.
You may be an advocate, carer, credit repair agency, family member or friend, financial counsellor or legal representative. For a small business, you could be an employee.
How the process works
To contact us, you must have their consent
When you first contact us, we will only need the verbal consent of the person you are representing.
If your complaint moves to the next stage, you need their written consent
Providing written consent involves asking the person you are representing to complete an authorisation form that gives you permission to make the complaint on their behalf.
Read more about the stages of a complaint process in What to expect
Tasks you will need to complete
You will need to be actively engaged in the complaints process.
- being available to speak to the service provider and the TIO
- providing information and documentation for the complaint
- making decisions on behalf of the person you are representing about how the complaint is resolved.
We will let you know when the person you are representing will need to complete an authorisation (consent) form. If you’re unsure, you or the person you are representing can call us to ask.
Form if you’re representing an individual
For individuals and sole traders with an account registered under their personal name.
Download form: Authorisation of representatives – Individual
Form if you’re representing a small businesses
You’ll need information about the business, including:
- employee numbers
- annual turnover
- business activities and structure
- telecommunications services used.
Download form: Authorisation of representatives – Business
How to return the authorisation form
Return your completed and signed form by:
1800 630 614
Telecommunications Industry Ombudsman
PO Box 276
COLLINS ST WEST VIC 8007
Update your existing complaint online and upload your form as an attachment.
Start your complaint 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.