The TIO Radio project was a live broadcast to employees, with a program put together by the Internal Communications Team, which included employees hosting, contributing and being interviewed. Radio segments included business news about current projects and initiatives, as well as light-hearted content including a musical performance by an employee and pre-recorded jingles advertising a team’s service to the organisation.
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In effect from 1 July 2025
The TIO expects providers to respond to complaints about scams, spam and fraud fairly.
The financial loss and debt people can find themselves in following a scam or fraud can cause extreme stress and financial hardship. People are also frustrated when they don’t know how to stop unwanted calls, emails and texts, including spam.
Good industry practice encourages providers to have processes that help protect people’s accounts. Providers should also give people advice on how to protect themselves and stop unwanted communications.
Telco complaints to the TIO as a proportion of services in operation (SIO) dropped 3.1 per cent in the July-September quarter to 6.2 complaints per 10,000 services in operation (SIO).
This represents a 16.4 per cent increase on the 5.5 complaints per 10,000 SIO during the same period in 2015. The quarterly figure is 22 percent lower than when reporting began in 2013.
The July-September reduction was driven by improvements in the number of complaints per SIO for both Telstra and Optus.
Our submission to the Department's consultation on design options for Round 5A of the Mobile Black Spot Program can be found here.
An innovative guide to assist telcos and internet service providers help consumers in financial hardship has been released today.
The telecommunications industry has a set of minimum standards for service providers called industry codes of practice. Created by the industry, these codes contain rules about various situations involving telecommunications.
These rules can help service providers understand consumer complaints and decide on the appropriate way to resolve complaints and may also help providers identify recurring and systemic issues and improve their practices generally.
Almost half of Queensland’s community legal sector workers have reported hearing from their clients about a phone or internet problem every week, a new report published jointly by the Telecommunications Industry Ombudsman and Community Legal Centres Queensland, highlights today (Friday 9 March 2018).
While workable complaint processes exist for almost every other essential service area, consumers and small businesses have no way to escalate complaints and achieve meaningful outcomes for disputes involving digital platforms.
So the Australian Competition & Consumer Commission has recommended the introduction of a world-first digital platforms ombudsman.