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Navigating financial hardship with your telco

On this page:

  1. What is financial hardship? 
  2. What can you expect from your telco?
  3. How to get the best support from your telco
  4. When do you co

Extension of Ombudsman’s resignation date

Under this arrangement, Judi will continue to issue directions on land access objections and make decisions that are not already delegated to approved decision makers. 

This decision is based on providing a smooth transition for the organisation until Cynthia Gebert commences in the Ombudsman role on Monday 2 May. During the transition period, the TIO will continue to focus on its purpose of delivering a fair, independent, and accessible dispute resolution service and improving outcomes for members and consumers. 

Third year of declining phone and internet complaints but problems persist for small businesses

Impact of COVID-19 on phone and internet complaints

During this time, we have worked with residential consumers, small businesses, and providers to resolve individual complaints as quickly as possible. We have also closely monitored the impact of the pandemic on phone and internet complaints.

We have seen telecommunications providers respond to a surge in customer demand and customer contacts – while managing the impacts on their own businesses from government restrictions and lockdowns.

Board

The Board is chaired by an Independent Director and contains a balanced mix of Directors with industry and consumer experience, an Independent Director with not-for-profit governance experience and Independent Director with commercial governance experience. The Board has adopted a charter that set out its roles and responsibilities.

Reconciliation is more than just a word: The TIO's self-paced film festival on contemporary issues facing Aboriginal and Torres Strait Islander peoples

But reconciliation is more than just a word. Reconciliation takes action.

Internet and NBN complaints rise from Australian consumers as mobile complaints fall

Australian Consumers made 112,518 new complaints to the Telecommunications Industry Ombudsman (TIO) in the last financial year (July 2015 to June 2016). 

Complaints to TIO continue to reduce

Consumer complaints to the Telecommunications Industry Ombudsman (TIO) reached a six-year low in 2013-14, according to the TIO Complaints - the Year in Review 2013-14 report, released today.

The TIO received 138,946 new complaints about landline, mobile and internet services in the 2013-14 financial year, a 12.4 per cent decrease from the previous year.

New agreement to deliver better outcomes for phone and internet consumers and providers

Ombudsman Judi Jones and ACMA Chair Nerida O'Loughlin hold the signed MoU
Ombudsman Judi Jones and ACMA Chair Nerida O'Loughlin

A revised Memorandum of Understanding (MoU) between the Austral

Responding to consumers in financial hardship

The report identifies four key areas of improvement for providers in responding to consumers in financial hardship:

  • Accessible, proactive and timely hardship assistance
  • Effective hardship arrangements that factor in consumers’ circumstances
  • Payment plans recorded and applied accurately
  • Regular engagement with consumers to support better outcomes

Free, fair and independent help for phone and internet complaints.

The Telecommunications Industry Ombudsman acknowledges the traditional custodians of the land throughout Australia and their continuing connection to land, culture and community.
We pay our respects to Elders past and present, and extend our respect to Aboriginal and Torres Strait Islander Peoples from all nations of this land.