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While the overall trajectory of declining complaints is a positive sign for consumers and telcos, the nature of complaints made to the TIO indicates consumers remain frustrated by stubborn challenges such as service reliability.
The Telecommunication Industry Ombudsman (TIO) is even more accessible to consumers following an increase in the age of complaints it can handle, effective from today.
Consumers can now make complaints about issues that they became aware of up to two years before contacting the TIO, up from one year.
The Ombudsman will also have the discretion to investigate complaints that consumers became aware of up to six years before contacting the TIO, up from two years.
The EDR forum included representatives from the TIO, AFCA, Energy and Water Ombudsman of Queensland, NSW and Victoria, the Australian Energy Regulator as well as the ACCC, ACMA and ASIC.
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Public holiday closure
The TIO’s phone service will be limited for the King’s Birthday public holiday on Monday 9 June 2025. Our phone line will be open for urgent complaints from vulnerable consumers between 8am to 8pm AEDT. Our full service will resume on Tuesday 10 June 2025.
During this time, you can make a new complaint or update your existing complaint online.
Who we are
The Telecommunications Industry Ombudsman is a free and independent dispute resolution service for residential consumers and small businesses who have an unresolved problem with their phone or internet service.
The TIO is recognised by the Office of the Australian Information Commissioner as an external dispute resolution scheme that handles privacy-related complaints under the Privacy Act 1998.
Every year the TIO receives more than 2,300 complaints from consumers who are unable to pay their phone or internet bills due to financial hardship. The TIO’s Systemic Investigation Team looked into these complaints to shine a light on the consumer experience and challenges faced by telcos when dealing with consumers in financial hardship.
In this 30-minute webinar, we will share: