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Our submission to Communications Alliance's draft Industry Code, Reducing Scam Calls can be found here.

Our submission to the Department's consultation on a new Digital Technology Hub can be found here.

Our submission to Communications Alliance's review of the Local Number Portability Code can be found here.

Our submission to Communications Alliance's consultation on the Existing Customer Authentication Industry Code can be found here.

Our Reflect Reconciliation Action Plan 2020-21

"The Telecommunication Industry Ombudsman proudly stands with Aboriginal and Torres Strait Islander peoples from all nations across this land and supports the national reconciliation movement. With this Reflect Reconciliation Action Plan (RAP) we affirm our commitment to a just, equitable, and reconciled Australia.

"We acknowledge reconciliation starts with everyone."

Judi Jones, Ombudsman

November 2020

In effect from 1 July 2025

The TIO expects providers to approach billing disputes and payment options fairly and transparently.  

Consumers should have access to bills that are easy to read and clearly show the cost of the goods and services both parties agreed to.

Good industry practice also requires telcos to approach disputed charges, undisputed charges and unexpected high bills in ways that prioritise consumers staying connected to their services.

The TIO supports leveraging the expertise of existing EDR arrangements. This is AFCA for banks and the TIO for telcos and digital platforms.

Scam complaints are complex and multifaceted, and do not always involve the transfer of money through a bank account.

Resolving scam complaints requires the expertise and member relationships within organisations such as AFCA and the TIO to provide fair and reasonable outcomes to consumers. The TIO has an established track record of successfully doing this for 30 years.

Robocalls saying your services will be disconnected due to the NBN

Recently, the Telecommunications Industry Ombudsman has seen a trend of consumers reporting that they received an automated “robocall” telling them their internet and landline services will be disconnected due to the National Broadband Network.

Here’s one example of the automated call:

In effect from 1 July 2025

The TIO expects providers to take steps to understand and respond to a consumer’s financial situation when debt issues arise.

People should have confidence their provider will try to resolve debt issues before it impacts their finances and credit records.

Good industry practice also encourages providers to consider individual circumstances and the fairest way to treat the debt as a result.

The TIO’s Good Industry Practice Guide on Credit Management covers:

For the first physical event since the pandemic began, the TIO attended Seniors Day at the Sydney Royal Easter Show. The show has been running since 1823 is one of the largest annual ticketed events in Australia. The show now hosts a specific discounted day for seniors, making it an unmissable opportunity for the TIO to connect with elderly citizens who may be experiencing phone or internet issues.