Michael said that the role of a robust Telecommunications Industry Ombudsman was increasingly important.
“We are seeing a great deal of change in and around telecommunications, and it’s critical that a strong TIO continues to be a conduit between consumers and our members,” he said.
Dana Beiglari was re-appointed for a further three-year term as a Director with Consumer experience, after first being appointed in 2022.
In effect from 1 July 2025
The TIO expects providers to thoroughly investigate privacy issues and be transparent with people about the results.
When someone’s information is wrong or shared without consent, it causes stress, anxiety and can put people at risk. People should also have easy access to their personal information.
Good industry practice encourages providers to listen to people’s privacy concerns and take action that addresses the cause and reassures the person affected.
The TIO’s Good Industry Practice Guide on Privacy covers:
The Telecommunications Industry Ombudsman’s (TIO) Quarter Two Complaints Report shows a 9.9 per cent increase in the number of complaints received between October and December 2022. Residential consumers and small businesses made 17,903 complaints, with more than half of these about mobile services.
Complaints this quarter increased largely due to the impact of the Optus data breach. Complaints about the unauthorised disclosure of personal information jumped to the third most complained about problem during this quarter.
Between July and September 2022, residential consumers and small businesses made 16,310 complaints, a decrease of 8.6 per cent compared to the previous quarter, and a decrease of 23.9 per cent compared to the same period last year. Enquiries to the TIO increased 9.1 per cent compared to last quarter.
Mobile complaints continued to be the most complained about service type, making up a proportion of 47 per cent of all complaints. The number of complaints about internet, landline and multiple services decreased significantly.
We are a free and independent service. That means you don’t pay and we don’t take sides.
Contracts: Did you agree to something that you did not get?
Bills: Do you think your bill is wrong or are you having trouble paying it?
Consumers who have experienced issues with streaming the FIFA World Cup using an Optus Sport subscription, should talk to Optus to resolve their complaint.
As the Telecommunications Industry Ombudsman remit is to consider phone or internet services, it is unable to manage complaints about content, such as streaming services purchased through apps stores.
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.
The Telecommunications Industry Ombudsman also has a number of factsheets about common questions we receive:
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.