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Bob learns how the TIO can help
16 November, 2020
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The Telecommunications Industry Ombudsman’s Quarter 3 (Q3) 2020-21 Complaints Report published today (Wednesday 2 June 2021) shows mobile continues to be the most complained about service type, accounting for 35 per cent of all complaints. This is the highest proportion in the last five quarters.
The TIO has a range of reports and updates related to our work and our industry.
Annual Reports and Updates - provide a snapshot of the full financial year activities of our complaint handling service.
Complaint Keywords - a hierarchy list of the keywords used to categorise our complaints.
In effect from 1 July 2025
The TIO expects providers to approach claims for compensation in a fair way.
There are many issues people may make compensation claims about. For example, where consumers:
- lose use of their services
- feel they have been treated poorly or their time disrespected
- providers share their private information
- experience business loss.
Good industry practice also encourages providers to make it easy for consumers to make a compensation claim and receive a timely response.
Outreach work is an important element of the TIO’s commitment to providing an accessible dispute resolution service. Navanita Bhattacharya, Senior Advisor for Equality Diversity and Inclusion, was part of the team who attended Yabun Festival.
“For me, the greatest takeaway from Yabun was the reiteration that human connection is vital. What people of all ages, cultures and abilities look for in a service such as the TIO is the ‘voice’ at first contact – a voice that says, ‘you are important; your problem is valid; we will help you in the best possible way.’”
At the April 2025 Consumer Panel meeting, the major themes discussed were financial hardship and the consumer experience of being disconnected during the credit management process. The TIO is seeing these issues reflected in complaints with quarter three data showing consumers are still struggling with phone and internet payment issues and bills.
Commenting on the ACMA’s report “Telecommunications Complaints Handling July to December 2018” released today (10 July, 2019), Ombudsman Judi Jones said “We are considering the data published in the report. The telecommunications sector must continue to focus on meeting the needs of consumers.
The Telecommunications Industry Ombudsman (TIO) has welcomed the Australian Communications and Media Authority's (ACMA) direction to Sure Telecom Pty Ltd to comply with the Telecommunications Consumer Protections (TCP) Code.
The ACMA's investigation, which was commenced after advice from the TIO about possible non-compliance based on a TIO systemic investigation, found Sure Telecom had breached 19 clauses of the TCP Code.
The Independent Review into the Telecommunication Industry Ombudsman recommends the organisation strengthens its role investigating systemic issues within the telecommunications sector.
The Review, released today (15 December 2017), also reflects the current environment of dynamic change in policy, technology, consumer engagement and the social sphere of the telecommunications industry.
On Tuesday 12 November 2019 the Telecommunications Industry Ombudsman (TIO) Limited held its Annual General Meeting. A key agenda item was proposed amendments to the TIO's Constitution. Members present at the meeting unanimously passed the amendments.
The amendments include: