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We support the proposed constitutionally enshrined Voice to Parliament as the first step in this journey.

As an Ombudsman service, we believe in the power of listening to achieve fair outcomes. We see our support for the Voice as a natural extension of the commitment to reconciliation we have made through our Reconciliation Action Plan. We know from our community outreach work with First Nations communities that listening to the members of a community is how to achieve the best outcomes for that community. 

The Telecommunications Industry Ombudsman is pleased to see the Government’s Response and Implementation Roadmap for the Digital Platforms Inquiry, published today (Thursday 12 December 2019) has accepted its recommendation on running a pilot external dispute resolution mechanism for consumers, businesses and digital platforms.

Teresa played a key role in the development of the TIO, serving on both the TIO Board and Council from 2008 until her resignation 2017. 

Mary is passionate about effective dispute resolution for telco problems because “telecommunications products and services are a central part of our lives in modern society,” she says.

“Our dependence on phone and internet services means any roadblocks consumers experience when accessing or resolving problems with their telco can be critical. It’s important that we do our best to resolve these problems quickly and fairly.”

This content is under review and may not reflect current legislation and Codes.

Complaints we receive about telecommunications contracts include claims that:

This has been a tough year for everyone. Providing a great dispute resolution service isn’t just about looking after consumers and telcos, it’s also about looking after employees and their mental health.

Over eight weeks in September and October, TIO employees participated in psychological resilience training so they could look after themselves and continue providing help to all the consumers and telcos who were also feeling stretched.

Complaints made to the TIO as a proportion of telcos’ services in operation increased during January March 2015, compared to the previous quarter – but dropped by 12.2 per cent compared to the same period last year, according to the Telecommunications Complaints in Context report released today.  

Credit management is action providers can take when their customers can’t or don’t pay overdue bills.    

If you are experiencing credit management issues, you may also be in financial hardship, have your services cut off, or your credit score may be negatively impacted.  These problems could stop you from accessing support or finance, working, or connecting with loved ones.

The most common complaints we see about credit management issues involve:

Terms of Reference

The Telecommunications Industry Ombudsman Terms of Reference explain the types of complaints we can handle, and how we handle them. They confirm we can handle a systemic issue with or without a complaint. They also explain our other functions and powers.

The Terms of Reference describe the responsibilities of the Board, and specify which of the Ombudsman’s powers can be delegated to Telecommunications Industry Ombudsman staff.