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A new vision takes Telecommunications Ombudsman into the future

21 June 2012

The Telecommunications Industry Ombudsman is expanding its Vision and Roles beyond dispute resolution, to deal more effectively with systemic issues. Through this new focus – reported in the June edition of TIO Talks, released today – the TIO aims to contribute to better customer service and complaint handling within the telecommunications industry.

The changes complement the TIO’s commitment to deliver exceptional dispute resolution services to consumers and service providers. In the most recent survey of TIO services, 97 per cent of consumers said they were satisfied with the new approach to conciliation, a process where the TIO facilitates a resolution between consumers and service providers.

Other topics covered in TIO Talks include:

  • The TIO received 52,231 new complaints between January and March 2012. Almost two-thirds were about mobile phone services.
  • A scam targeting small businesses where hackers fraudulently profit from selling international calls using the business’s phone system.

TIO Talks is available on our website.

Download the TIO Talks in PDF or view the online blog


Customer service

Case Study - Customer Service

A man contacted us because he had made a payment twice by mistake. Each time he called the service provider he had to explain his situation again as if it was the first time.

Next step?              

  • make an online complaint
  • 1800 062 058                
  • Write PO Box 276
    Collins Street West Vic 8007                            
  • National Relay Service Call on 1800 555 677 then ask for 1800 062 058            
  • Fax our consumer complaint form to 1800 630 614