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Contact us

On this page:

  1. We’re here to help
  2. Help for people and businesses at risk
  3. Interpreters and accessibility
  4. Give us feedback
  5. Media enquiries

Phone line closure 

Our phone lines are closed from 1.30pm AEST on Tuesday 18 June while we celebrate our people. You can make a new complaint or update an existing complaint via our online form. Our full service will return on Wednesday 19 June, 8am to 8pm AEST.

We’re here to help

We make it easy for you to make a complaint with us. Below are some options on how to contact us.

The Telecommunications Industry Ombudsman’s (TIO) focus in providing dispute resolution services is to manage cases fairly and independently. We treat everyone with respect, honesty and courtesy and we ask that you do the same for us. For more information, please read our Engagement Charter which outlines our commitment to users of our service, setting expectations and obligations that apply. 

TIO has a zero-tolerance policy on aggression and violence towards its employees. Our people work hard to support you and have the right to a safe workplace free from abuse, aggression and violence.

Online

Use our online complaint form to make a new complaint, or update your existing complaint.

Completed forms generally receive a response within 24 hours.

Phone

Call us on 1800 062 058

  • We are available 8.00am–8.00pm Monday to Friday, AEST.
  • Calls are free from landlines (but standard rates apply for calls from mobiles).
  • If you call from a mobile you can ask us to call you back.

Email, Fax, or Post

Download and complete our complaints form, then email, fax, or post.

  • Email your completed complaints form to our complaint handling inbox.
  • Fax your completed complaints form (or a letter) to 1800 630 614.
  • Post your completed complaints form to PO Box 276, Collins Street West, VIC 8007

*Optus data breach: If you have a complaint about the Optus data breach, read more information here.

Help for people and businesses at risk

We can prioritise your complaint if you are experiencing a crisis such as:

  • an urgent medical or safety need
  • a risk of losing bank finance
  • your business is at risk of incurring a loss
  • you need urgent financial hardship support from your provider
  • you are impacted by bushfires or another natural disaster.

See our help for people and businesses at risk page for more information.

Interpreters and accessibility

Access a language interpreter

Contact us by calling 1800 062 058 and we can organise one for you. Or call the Translating and Interpreting Service at 131 450.

Access to an Auslan interpreter 

If you are deaf, hard of hearing, or use Auslan to communicate, you can book an appointment with us. Please request a call through our Auslan Video Remote Interpreting service, and we will contact you with an Auslan interpreter using Microsoft Teams.  

Access the National Relay Service

If you are deaf, hard of hearing, or have a speech impairment, you can also contact us through the National Relay Service (NRS) on 1800 555 677. Tell the NRS operator to call the TIO on 1800 062 058.

Give us feedback

We welcome feedback and use it to review and improve our services.

Complete our feedback form.

Media enquiries

For media enquiries and interview requests please call 0437 548 540 or email.

For more information, visit media enquiries.

People enquiries

For any career-related enquiries please contact us at careers@tio.com.au or visit our Work with Us page for more information about working at the TIO.

For all People and Culture enquiries, please email us at hr@tio.com.au