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In effect from 1 July 2025

The TIO expects providers to sell responsibly to all people and follow up with after-sales service.

People should be given advice that helps them choose phone and internet products and services that meet their needs. When this doesn’t happen, it causes confusion and can lead to financial hardship.

Good industry practice encourages providers to make clear and complete information easily accessible. Providers should ensure staff do not pressure people and are equipped to identify and respond to vulnerability.

The Telecommunications Industry Ombudsman notes today’s announcement about alternative commitments for Telecommunications Consumer Protections Code (TCP Code) compliance during the pandemic.

Ombudsman Judi Jones said, “It is important that the government, regulators, and phone and internet providers maintain their focus on keeping people and small businesses connected and ensuring they have access to financial hardship programs. 

The Telecommunications Industry Ombudsman is now unable to take new complaints or progress unresolved or outstanding matters about Epic Broadband.

If you have a new complaint about direct debits made to Epic Broadband please address your concerns with your financial institution. The Australian Financial Complaints Authority may also help with complaints about payments or direct debits.

Posted 11 May 2021

The submission addresses the Department’s proposal to introduce a registry for alphanumeric sender IDs (a sender ID that is a word, rather than a phone number). Scammers often adopt an alphanumeric sender ID to impersonate common brands to mislead consumers.

The submission explains that the TIO handles complaints about scams when the complaint relates to the actions (or inaction) of a telco provider who is a member of scheme.

As well as resolving consumer disputes we are also here to work with members to help improve their services and reduce the complaints they receive.

Joining the scheme

Find out how the TIO supports members and what a member’s obligations are.

Find out more about joining the TIO scheme

Industry Codes and Resources

Get familiar with the industry codes of practice, standards and rules telecommunications providers must legally comply with.

During this time, we have worked with residential consumers, small businesses, and providers to resolve individual complaints as quickly as possible. We have also closely monitored the impact of the pandemic on phone and internet complaints.

We have seen telecommunications providers respond to a surge in customer demand and customer contacts – while managing the impacts on their own businesses from government restrictions and lockdowns.

Our submission to CommsAlliance Review of NBN Access Transfer Code is available to download.

Read the full thematic review

Our submission to the Legislative Assembly, Legal and Social Issues Committee's Inquiry into Anti-Vilification Protections is available to download here.