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In effect from 1 July 2025

The TIO expects providers to be fair and flexible when responding to people experiencing financial hardship.

Financial hardship can be temporary or ongoing and it can happen to anyone. People that are struggling financially need tailored support to prevent further harm.

Good industry practice encourages providers to be proactive by identifying who needs help and when. Providers should also be responsive to each person’s circumstances to prevent additional debt and further harm.

Our Good Industry Practice Guides give clarity to providers and the community about how we measure the industry is operating fairly.

We encourage providers to use our Good Industry Practice Guides as a resource to consider if their responses, processes or systems need to be improved. Good industry practice is different to minimum legal obligations for providers. Our Good Industry Practice Guides do not set out minimum legal obligations, instead they set out the practices we view as demonstrating fairness.

The Telecommunications Industry Ombudsman welcomes the assistance package for low income families and small businesses announced by NBN Co today (Friday 17 April 2020).

Thu-Trang joins the Board as a Director with Consumer Experience, replacing Gordon Renouf who retired on 25 February 2024. 

Thu-Trang brings more than two decades of experience to the TIO Board in social justice advocacy, strategic leadership, and regulatory expertise in private and public sector organisations in Australia and overseas. She serves as a Commissioner on the Victorian Building Authority Board and Victorian Liquor Commission, Board Director at auDA (au.Domain Administration Ltd.), and as a Board Director at Good Shepherd Australia New Zealand. 

The Telecommunications Industry Ombudsman also has a number of factsheets about common questions we receive:

Peter joins the Board as a Director with Consumer Experience, replacing Gerard Brody who resigned on 15 August 2024. 

Directed by a small team of TIO Dispute Resolution Officers, the project saw 75% of complaints resolved in a single conference call, and 91% of complaints resolved with a small amount of follow up work. In addition, a high proportion of the remaining complainants agreed on a pathway to resolution during the conference call.

Our work is delivered by skilled and dedicated people, led by the Ombudsman with the support of our Senior Leadership Team.

Cynthia Gebert, Ombudsman

The Telecommunications Industry Ombudsman (TIO) Limited welcomes the re-appointment of Professor the Hon. Michael Lavarch AO as Board Chair of its Board of Directors. He will commence his new three-year term from 15 July 2022.

The TCP Code is one of the major pieces of consumer protection regulation in the Australian telecommunications sector. This registered industry code was developed by Communications Alliance, the peak industry body for telcos. The TCP Code is reviewed every five years.