In effect from 1 July 2025
The TIO expects providers to support people before, during and after they become a customer.
When something goes wrong with their phone or internet people should be able to easily and quickly access support that meets their needs.
Good industry practice encourages providers to make sure their complaint processes support different languages, cultural and accessibility needs.
The TIO’s Good Industry Practice Guide on Customer Service covers:
Naše usluge su besplatne i neovisne. To znači da vi za to ne plaćate i da mi ne pristajemo ni uz jednu stranu.
Ugovora: Da li ste pristali na nešto što niste dobili?
Računa: Mislite li da je vaš račun pogrešan ili imate problema s plaćanjem?
If you are struggling to pay for your phone and internet, you may feel overwhelmed and need help. If you are not offered the right payment options or support for your individual needs, it can make it harder for you to stay connected and pay for other essentials.
The most common complaints we see about financial hardship involve:
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.
Find out how the TIO supports members and what a member’s obligations are.
Find out more about joining the TIO scheme
Get familiar with the industry codes of practice, standards and rules telecommunications providers must legally comply with.
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.
독립적인 서비스를 무료로 제공합니다. 이는 고객이 비용 지불을 할 필요가 없으며, 저희는 공정성을 지킨다는 의미입니다.
계약: 고객이 동의했는데도 이행되지 않은 사항이 있습니까?
청구서: 청구서가 잘못되었거나 비용 납부에 어려움이 있습니까?
서비스 오류 및 문제: 전화나 인터넷 서비스에 문제가 있습니까?
서비스 단절: 전화나 인터넷이 끊겼습니까?
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 submission to Communications Alliance's review of the Local Number Portability Code can be found here.