Good Industry Practice Guides
Our Good Industry Practice Guides give clarity to providers and the community about how we measure the industry is operating fairly.
We encourage providers to use our Good Industry Practice Guides as a resource to consider if their responses, processes or systems need to be improved. Good industry practice is different to minimum legal obligations for providers. Our Good Industry Practice Guides do not set out minimum legal obligations, instead they set out the practices we view as demonstrating fairness.
We also acknowledge that while fair outcomes are supported by good industry practice, fair outcomes also require people to participate with their provider in the resolution process.
The ten Good Industry Practice Guides below cover common complaints as well as less common issues that may be complex for people and their providers to navigate.
Good industry practice must keep pace with industry changes and community expectations. We will update and add Good Industry Practice Guides as needed to cater for this.
The Good Industry Practice Guides will be effective from 1 July 2025.
Billing
The TIO expects providers to approach billing disputes and payment options fairly and transparently.
Good industry practice also requires telcos to approach disputed charges, undisputed charges and unexpected high bills in ways that prioritise consumers staying connected.
Learn more about our Good Industry Practice Guide for Billing
Compensation
The TIO expects providers to approach claims for compensation in a fair way.
Good industry practice also requires providers to make it easy for consumers to make a compensation claim and receive a timely response.
Learn more about our Good Industry Practice Guide for Compensation
Credit management
The TIO expects providers to take steps to understand and respond to a consumer’s financial situation when debt issues arise.
Good industry practice also requires providers to consider the surrounding circumstances.
Learn more about our Good Industry Practice Guide for Credit Management
Customer service
The TIO expects providers to support people before, during and after they become a customer.
Good industry practice requires providers to make sure their complaint processes support different languages, cultural and accessibility needs.
Learn more about our Good Industry Practice Guide for Customer Service
Domestic and family violence
The TIO expects providers to treat victim survivors of domestic and family violence with care and sensitivity.
Good industry practice requires providers to be proactive, accessible and to respond with meaningful support. This means having systems and policies that equip staff to take a flexible and tailored approach to communications, billing and other complaint issues.
Learn more about our Good Industry Practice Guide for Domestic and Family Violence
Faults
The TIO expects providers to respond to faults quickly and effectively.
Faults with phone or internet services, or equipment, can stop people using an essential service in the way they need to. People rely on their provider as a technical expert to fix these issues.
Learn more about our Good Industry Practice Guide for Faults
Financial hardship
The TIO expects providers to be fair and flexible when responding to people experiencing financial hardship.
Good industry practice encourages providers to be proactive by identifying who needs help and when. Providers should also be responsive to each person’s circumstances to prevent additional debt and further harm.
Learn more about our Good Industry Practice Guide for Financial Hardship
Privacy
The TIO expects providers to thoroughly investigate privacy issues and be transparent with people about the results.
Good industry practice encourages providers to listen to people’s privacy concerns, and take action to address the cause, and reassures the affected person.
Learn more about our Good Industry Practice Guide for Privacy
Sales
The TIO expects providers to sell responsibly to all people and follow up with after-sales service.
Good industry practice encourages providers to make clear and complete information easily accessible. Providers should ensure staff do not pressure people and are equipped to identify and respond to vulnerability.
Learn more about our Good Industry Practice Guide for Sales
Scam, spam and fraud
The TIO expects providers to respond to complaints about scams, spam and fraud fairly.
Good industry practice encourages providers to have processes that help protect people’s accounts. Providers should also give people advice on how to protect themselves and stop unwanted communications.
Learn more about our Good Industry Practice Guide for Scam, Spam and Fraud