The TIO has a zero-tolerance policy on aggression and violence.
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For consumers and small businesses in areas impacted by natural disasters, staying connected is important for your safety.
If you are in a bushfire or flood-affected area and have tried to fix your phone or internet issue with your telco but couldn't, contact us on 1800 046 686 or 03 8600 8308 or make a complaint online.
Who we are
The Telecommunications Industry Ombudsman is a free and independent dispute resolution service for residential consumers and small businesses who have an unresolved problem with their phone or internet service.
The TIO is recognised by the Office of the Australian Information Commissioner as an external dispute resolution scheme that handles privacy-related complaints under the Privacy Act 1998.
The Telecommunications Industry Ombudsman (TIO) supports recommendations made by Energy and Water Ombudsman NSW to raise awareness of free Ombudsman services to consumers who are thinking about using a Credit Repair Agency.
“The TIO is a fast, free and fair way for consumers to have their telco complaints resolved,” Ombudsman Simon Cohen said.
“It is clearly preferable that consumers know they have the option to contact an Ombudsman themselves, at no charge, to have the fairness of charges and default listings examined.”
The TIO is renewing its focus on Equality, Diversity, Inclusion (EDI) and Wellbeing with EDI and Wellbeing Lead Andrew Fitisemanu stepping into the role late last year.
Andrew is passionate about taking the organisation on a learning journey to improve the workplace, and aims to shape a “living breathing entity” that evolves as the organisation changes.
Andrew explains, “It’s not about monumental change, it’s about taking one step forward at a time, and making sure that everyone at the organisation has the invitation to join the journey.”
If you have been impacted by the data breach, you should contact Sumo first
If a consumer is concerned about the safety of their data with a telco, they should talk to their telco directly.
Consumers who have been affected by the data breach, and where Sumo has confirmed their personal details were disclosed, should be taking extra steps to protect themselves and be on alert for strange activity using their personal information.
Posted 1.10pm
Update from Optus:
"Some services across fixed and mobile are now gradually being restored. This may take a few hours for all services to recover, and different services may restore at different sites over that time."
Posted 11.47am
The report “Helping telco consumers sign up to the right phone and internet products” found:
From Thursday 1 October 2020, the Telecommunications Industry Ombudsman will return to a 10-day timeframe for telcos to respond to non-urgent complaints. This is a positive sign that supports the way telco industry is managing phone and internet complaints after six months of upheaval.