Complaints we receive involving priority assistance services include claims that:
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The TIO recommends areas where service provider obligations can be strengthened or expanded, including:
The Australian Competition and Consumer Commission (ACCC) has announced the commencement of proceedings in the Federal Court against Superfone for alleged false and misleading telemarketing representations, following referral from the Telecommunications Industry Ombudsman. Superfone sells mobile, landline and NBN internet services.
The Telecommunications Industry Ombudsman (TIO) will have strengthened powers to help more consumers with telecommunications complaints.
From 1 July 2012, there will be a significant increase in the monetary value of the complaints the TIO can help with, and a change to the way it classifies a small business.
“An increase in powers is always a good thing for consumers who cannot resolve the issues they are having with their service providers,” Ombudsman Simon Cohen said.
Complaints we receive about collecting overdue charges include claims that:
Update 10 January 2023
Joining members to a complaint
Following stakeholder consultation, we are continuing to work on the approach to joining members (telcos) to complaints. Further updates on this will be available later in 2023.
Update July 2022
Device and equipment guidance released
The modernised Terms of Reference, effective from 1 January 2022, preserved the TIO’s jurisdiction to consider complaints about telecommunications equipment.
The Telecommunications Industry Ombudsman (TIO) has undergone an independent review – as required by legislation
Independent Review Report
The review includes the views of the Telecommunications Industry Ombudsman’s many and diverse stakeholders, and reflects the environment of dynamic change occurring in the policy, technology and social sphere of the telecommunications industry.
TIO complaints per 10,000 services in operation (SIO) decreased for the fourth consecutive quarter in October-December 2014.
The result for the five participating providers (amaysim, iiNet, Optus, Telstra and Vodafone) is a 4.5 per cent decrease when compared to July-September 2014, from 6.9 to 6.6 complaints per 10,000 SIO. This figure is also 13 per cent less than in October-December 2013, when all participants recorded 7.6 complaints per 10,000 SIOs.
- Record number of 197,682 new complaints, an almost 18% increase on previous year. This reversed the almost 5 per cent decrease in new complaints we reported in 2009-10.
- New complaints about Vodafone mobile services almost tripled to over 32,000, peaking in January 2011 (more than 5,700). While Vodafone complaints took a downward turn in February 2011 (more than 4,200), their complaint levels in June 2011 (almost 2,800) were still more than double the number received in June 2010.