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Compensation

In effect from 1 July 2025

The TIO expects providers to approach claims for compensation in a fair way.

There are many issues people may make compensation claims about. For example, where consumers:

  • lose use of their services
  • feel they have been treated poorly or their time disrespected
  • providers share their private information
  • experience business loss.

Good industry practice also encourages providers to make it easy for consumers to make a compensation claim and receive a timely response.

The TIO’s Good Industry Practice Guide on Compensation covers:

  • Taking steps to minimise and avoid service disruption
  • Following policies and industry rules with due care
  • Customer service and support
  • Non-financial loss caused by privacy breaches
  • Other non-financial loss (not caused by privacy breaches)
  • Financial loss for individuals
  • Financial loss for businesses
  • Mass disruptions to services and outages.
Download the Good Industry Practice Guide on Compensation (PDF, 154KB)

Free, fair and independent help for phone and internet complaints.

The Telecommunications Industry Ombudsman acknowledges the traditional custodians of the land throughout Australia and their continuing connection to land, culture and community.
We pay our respects to Elders past and present, and extend our respect to Aboriginal and Torres Strait Islander Peoples from all nations of this land.