The TIO is a free service that is easy for consumers to use themselves. However, consumers can also choose someone else to represent them, such as a friend, family member or financial counsellor.
To make a complaint on behalf of another person or a small business, you will need their authorisation. You should speak to the account holder before lodging this complaint.
If we’ve referred the complaint and you can’t come to an agreement with the service provider, the account holder may need to sign a TIO Authorisation Form, which gives you the authority to share and receive information about the complaint and make decisions about how it is resolved.
For residential customers
- Download form: Authorisation of representatives – Individual
Sole traders with an account registered under their personal name should use the residential customer form.
For small business customers
- Download form: Authorisation of representatives – Business
How to return the form
Return your completed and signed form by: