Glossary

This glossary provides clear definitions for key terms used throughout our guidance documents. It is designed to help you better understand the language we use.

Authorised representative

A person who has authority from a consumer to deal with a provider on their behalf. This includes the power to make changes to the consumer’s account without them being present. 

Case manager

A staff member of the Telecommunications Industry Ombudsman handling a complaint. 

Case management (including Early Case Management) 

The process of handling a complaint at the TIO.

Critical Information Summaries 

Critical information summaries are descriptions of the goods and services providers and consumers agree to. Providers must send these to consumers they make agreements with. 

Complaint

Matters consumers or occupiers raise with the TIO that remain unresolved after members have had a reasonable opportunity to consider.  

Consumer

An individual person, or a company (who is a small business or not-for profit company) who:

• is, was or intended to be the account holder, purchaser, or end user of a telecommunications service or telecommunications equipment; or   
• is a person or company who a member claims is or was its customer

Coverage

Also known as ‘reception’, coverage means the mobile signal available on a mobile network. 

Credit management

Actions by a Member taken because of a consumer’s or occupier’s failure to pay disputed charges or fees including:  

• any communication aimed at collecting disputed charges from a consumer;  
• debiting or attempting to debit an amount from a credit card or bank account;  
• suspending, restricting, or disconnecting a consumer’s service;  
• reporting or threatening to report information to a credit bureau; and  
• threatening or initiating legal proceedings to recover a debt. 

Decision

A decision by the Ombudsman or authorised decision-maker as to the outcome of a complaint and any direction to a member to resolve the complaint. 

Decision maker

The Ombudsman, or any person to whom the Ombudsman has delegated the power to make decisions under the Terms of Reference. 

Disputed charges

Charges for services where the consumer or occupier has raised a complaint with the member, and the disputed charges have been specified. Consumers or occupiers are entitled to withhold payment on the disputed charges but are expected to make payment of charges for services that they are using until the complaint is resolved. 

Enquiry

A complaint that is not within the jurisdiction of the TIO or otherwise is not a complaint.

A query or contact from a consumer that does not relate to a telecommunications service or that we decide is not a complaint. 

Exceptional circumstances 

Situations that are out of the ordinary, unexpected, or unavoidable.

Fair and Reasonable Assessment  

The TIO’s view of a fair and reasonable outcome when a complaint isn’t resolved by agreement.  

Fair Offer Assessment  

The TIO’s view that a member’s offer or response fairly resolves the complaint. 

Faults

Anything that goes wrong with products or services. 

Issues Notice  

A summary from the TIO outlining the complaint, unresolved issues and requested outcomes, sent to both parties for response. 

Member/provider

Any person or entity who has membership of Telecommunications Industry Ombudsman Limited, including carriers, statutory infrastructure providers and providers who have an ongoing obligation to comply with these Terms of Reference despite having ceased membership.

Provider: a person or entity involved in the supply of telecommunications services who:

• Has a customer relationship and telecommunications service contract with a consumer; or
• Is a wholesaler or any other intermediary in the telecommunications supply chain.  

Occupier

Person who owns or occupies a property

Ombudsman

The Ombudsman for the Telecommunications Industry Ombudsman as appointed from time to time. 

Representative

A person authorised by a Consumer or Occupier to act on their behalf to resolve their complaint.  

Statutory Infrastructure Provider 

Statutory infrastructure provider has the same meaning as in Part 19 of the Telecommunications Act 1997 (Cth) 

Telecommunications Industry Ombudsman  

Telecommunications Industry Ombudsman Limited (ABN 46 057 634 787). 

Urgent

An element of a Consumer’s or Occupier’s Complaint where there is a serious risk of detriment, such as a medical or safety risk, that needs to be dealt with as soon as possible, independently of the full resolution of the Complaint. 

We/Our/Us 

Is the Telecommunications Industry Ombudsman Ltd.