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Customer service

In effect from 1 July 2025

The TIO expects providers to support people before, during and after they become a customer.

When something goes wrong with their phone or internet people should be able to easily and quickly access support that meets their needs.

Good industry practice encourages providers to make sure their complaint processes support different languages, cultural and accessibility needs.

The TIO’s Good Industry Practice Guide on Customer Service covers:

  • Complaint handling processes
  • Managing complaints
  • Product and service knowledge
  • Compensation
  • General customer service.