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The TIO provides a service for both consumers and service providers. We are committed to fostering and maintaining positive working relationships with all telecommunication service providers – the members of our scheme.

We are here to resolve complaints from consumers as quickly as possible; to work with you; help you improve your service; and reduce the complaints you receive.

We do this by:

  • providing every opportunity for you to resolve your complaints with your customers
  • making available regular detailed reports about the types of complaints you are receiving so that you can identify areas of improvement
  • providing information about best practice complaint handling procedures and your legal obligations
  • undertaking systemic investigations to identify issues that may affect many consumers
  • regular updates informing you of changes in our processes and the law.

To contact Member Services please email or call 03 8680 8424.

Member News

  • Key April opening and closure dates
  • Joint Standing Committee on the National Broadband Network
  • Member Engagement Survey
  • End-of year closure and response timeframes
  • Change to handling of complaints arising between two and six years earlier
  • Faulty internet

    Case Study - Complainant 1

    A woman contacted us about speed and drop-out issues with her wireless internet connection.

    Next step?