Our submission to the Department of Infrastructure, Transport, Regional Development and Communications' consultation on Alternative Voice Services Trials is available to download here
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When you are paying for phone and internet services, it is important you understand and agree to the costs. If you do not understand your bill or are charged more than you expect, it can cause frustration and financial stress.
The most common complaints we see about billing issues involve:
- cancellation charges
- unclear bills
- refunds for services not delivered
- overcharging.
When handling billing complaints, we may ask you or your provider for more information. This could include:
In effect from 1 July 2025
The TIO expects providers to respond to faults quickly and effectively.
Faults with phone or internet services, or equipment, can stop people using an essential service in the way they need to. People rely on their provider as a technical expert to fix these issues.
Good industry practice encourages providers to keep people informed and choose the right steps to identify and fully resolve the problem. Providers should also minimise connectivity interruptions and adjust billing as needed.
Our logo and assets are available for stakeholders to update in their communications where the TIO logo appears (such as bills, websites or other collateral).
Please download the file below to access the Brand Mark guidelines and related assets.
TIO Brand Asset Pack (11.7MB Download)
This submission was made in response to Treasury’s follow-up consultation to the regulatory reform recommendations arising from the Australian Competition and Consumer Commission’s (ACCC) Digital Platform Services Inquiry.
The Telecommunications Industry Ombudsman’s (TIO) Quarter Three Complaints Report shows residential consumers and small businesses made 17,777 complaints about phone and internet services between January and March this year. While complaints have remained steady compared to the previous quarter, the results show an almost 19 per cent decrease against the same period last year.
Between 1 July 2021 to 30 June 2024, the TIO received 51,854 phone and internet complaints from consumers living in regional, rural and remote Australia about faults, poor service quality, poor mobile service coverage, outages and accessibility barriers.
ܟܹܐ ܗܲܝܸܪܲܚ ܒܲܫܪܲܝܬܵܐ ܕܩܒܼܵܠܝܵܬܹ̈ܐ ܒܘܼܬ ܬܹܠܹܦ̮ܘܿܢ ܝܲܢ ܚܸܠܡܲܬܹ̈ܐ ܕܐܸܢܬܸܪܢܸܬ.
ܐܲܚܢܲܢ ܝܼܘܲܚ ܚܕܵܐ ܚܸܠܡܲܬ ܚܹܐܪܬܵܐ ܘܣܢܝܼܕܬܵܐ ܠܓܵܢܘܿܗܿ. ܡܲܥܢܵܝ ܕܐܵܗܵܐ ܝܼܠܹܗ ܐܲܚܬܘܿܢ ܠܹܐ ܦܵܪܥܝܼܬܘܿܢ ܘܐܲܚܢܲܢ ܠܹܐ ܓܵܢܲܚ ܠܓܹܒܵܢܹ̈ܐ.
ܡܵܨܹܐ ܨܲܚܨܸܝܵܢܵܐ ܕܩܒܼܵܠܝܵܬܹ̈ܐ ܕܨܸܢܥܬܵܐ ܕܡܘܼܛܵܝܹ̈ܐ ܗܲܝܸܪܵܘܟܼܘܿܢ ܒ:
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ܩܘܼܒܠܹܐ: ܣܘܼܙܓܸܪܹܐ ܝܬܘܿܢ ܠܚܲܕ ܡܸܢܕܝܼ ܕܐܲܚܬܘܿܢ ܠܹܐ ܝܬܘܿܢ ܣܘܼܙܓܵܪܹ̈ܐ؟
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.
These documents are available as Portable Document (PDF) format. To view these files, you will need Adobe Acrobat Reader, which is available as a free download from the Adobe website. If you need these documents in another format (e.g. hard copy), or if you need past annual reports not listed below, please contact us.